Manager - Contact Center Service Delivery (Houston)

Manager Contact Center Service Delivery

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. Come join us to create whats next. Lets define tomorrow, together.

Caring is one of Uniteds most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience every single day.

The Manager Contact Center Service Delivery is responsible for overseeing all aspects of our front-line supervisor and agent daily operational activities. They lead front-line supervisors in their agent coaching, communication, and support initiatives. They are responsible for developing the skills of their supervisor team focusing on behavioral change coaching to drive improvements in customer experience and efficiency. Embraces a culture of continuous improvement, has expert knowledge of United product offerings / programs, has strong knowledge of call center management best practices, and fosters a community of respect with direct reports, peers, and leaders. Represents the voice of the employee and customer surfacing pain points from call listening and employee feedback.

Provides leadership to front line supervisors, who are responsible for coaching agents across multiple channels of communication voice, email, chat and messaging.

Mentors and develops front-line supervisors to improve their productivity and effectiveness.

Responsible for performance and results of approximately 200-250 represented contact center agents.

Analyzes team performance to identify opportunities and execute improvement plans.

Represents the voice of the customer surfacing pain points from call listening insights for customer experience improvements and call reduction initiatives.

Represents the voice of the agent to surface opportunities for reduced employee effort and improved experience.

Whats needed to succeed (Minimum Qualifications) :

• Bachelors degree or 4 years of relevant work experience
• 4+ years of experience in an operational environment
• 1+ years of experience leading a team
• Experience in managing, motivating, and engaging large employee groups
• Ability to adapt to continuously changing priorities
• Strong leadership, analytical and communication skills
• Demonstrated ability to drive performance improvement
• 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

What will help you propel from the pack (Preferred Qualifications) :

The base pay range for this role is $92,245.00 to $120,148.00. The base salary range / hourly rate listed is dependent on job-related factors such as experience, education, and skills. This position is also eligible for bonus and / or long-term incentive compensation awards. You may be eligible for the following competitive benefits : medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities / Women / Veterans / Disabled / LGBT. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.