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United Airlines Supervisor - Contact Center Operations in Houston, Texas

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Customer Contact Center

The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations.

Job overview and responsibilities

This role will have responsibility for leading and managing the support functions of the contact center, supervising functions including local work force management, and operations. This person will manage individual performance and that of their reports to targeted standards in service level, quality, employee satisfaction, and efficiency, through a combination of targeted coaching and feedback to employees and collaboration with the Front-Line Supervisor.

  • Lead operational and financial site performance

  • Analyze office performance to identify opportunities for improvement

  • Capture and provide field intelligence by resolving issues as they arise and if unable to resolve, escalate to leader and follow up to drive results

Required

  • Bachelor’s degree or equivalent work experience

  • Must have working knowledge of Contact Centers or equivalent operations job experience

  • Ability to multi-task and adapt to continuously changing priorities

  • Strong analytical and communication skills are essential

  • Intermediate or advanced Microsoft Excel skills

  • Must be flexible and willing to work any shift in a 24 hour/7day a week operation including weekends, nights and holidays

  • Must be legally authorized to work in the United States for any employer without sponsorship

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position

Preferred

  • Understanding of Contact Center metrics

  • Contact Center Operations experience

  • 1-3 years managing performance of large employee group

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 56 Contact Centers

Function: Reservations - Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

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