Contact Center – Service Delivery Supervisor (Houston)

Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce.

And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run “Business Resource Group” communities to world-class benefits like parental leave, 401k and privileges like space-available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s 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.

Key Responsibilities

The Supervisor’s role is to coach a team of frontline servicing representatives who provide service and resolve customer issues. They collaborate with their team member to set individual goals and objectives using performance metrics and reporting to help drive customer satisfaction and business results.

As an inspiring coach, the Supervisor creates an environment where employees feel their contributions are valued and appreciated. They lead by example, promoting United values and encouraging a high-performance and positive working environment.

The position requires working outside traditional work hours and weekends to support the 24/7/365 operation. The role requires up to 5% domestic and potentially international travel.

• Conduct regular sessions to observe individual performance and provide balanced and actionable feedback through one-to-one coaching and follow-up sessions to ensure the team is performing to expectation
• Analyze performance management data to identify areas of opportunity
• Consistently and effectively apply the Performance Management Process to help employees improve performance
• Lead and maintain employee engagement by using all available reward and recognition tools and regular touch bases and communication to help the team understand the priorities and their role in the process
• Perform all administrative, compliance, and operational duties as required

United values diverse experiences, and perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor’s degree or 4 years of relevant work experience
• 2 Years of leadership experience
• 2+ years of related experience
• Flexible to work any shift (days, nights, weekends, overnights and holidays)
• Demonstrated superior communication and people skills – a proven motivator of people
• Proven track record improving team performance
• Validated ability to handle multiple priorities, work in a challenging environment and make decisions quickly
• Ability to facilitate the implementation and acceptance of change within the workplace
• Proficient in Microsoft Office tools such as Outlook, Word, and Excel
• 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):

• 2 years leadership experience as a leader in a Call Center environment
• Experience working in a unionized environment