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?

At United, we're inspired to help others. And our Customer Contact Center team helps our millions of 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:

This position is responsible for the real-time and intraday Work Force Management (WFM) activities across multiple work functions and contact channels including Phone, Chat/Messaging and email. This analyst will evaluate historical and recent performance and statistics to identify trends and resolve appropriate actions to handle staffing to meet service level standards. Takes proactive measures to manage staffing levels while helping to achieve key performance metrics including average speed of answer, abandonment rate, occupancy etc. Real-time decision making and effective communication with on-site leadership and WFM teams to complete staffing actions will be crucial to the success of this role. This role will serve as liaison between IT (both internal and external) and on-site business stakeholders in leading through operational impacting events such as tool or system outages/issues.

• Runs current day and real-time service levels for designated functions primarily for Chat/Messaging operations both onshore and at Partner locations
• Analyzes volume and workload trends to determine real-time staffing needs and communication to key contributors
• Takes current day staffing actions including overtime, time off, meetings and training
• Analyzes, builds and publishes appropriate reports and dashboards on an established frequency
• Communicates with frontline work force management teams including partner sites and provides guidance for real-time operational management
• Works with Help Desk and internal IT partners to open technical issue tickets and triage as needed
• T his position is 100% onsite in Chicago or Houston

United values diverse experiences, 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 or equivalent work experience
• 1 years of contact center real-time management or workforce management experience
• Knowledge of Work Force Management
• Strong analytical skills
• Real-Time decision-making skills
• Strong organizational skills with ability to multi task
• Experience with Microsoft 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 a requirement

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

• Experience working in a 24x7 inbound call center workforce planning
• Experience working with LivePerson Chat/Messaging platform
• Knowledge of Chat/Messaging operations
• Knowledge of scheduling software (Aspect, IEX or other systems)

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. 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.

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