What are the responsibilities and job description for the Senior Manager - CS&A Service Delivery (Houston) position at United Airlines?
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Description
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.
Job Overview And Responsibilities
The Senior Manager leads a team of 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 customer and agent surfacing pain points from call listening insights and employee feedback. This role supports a 24/7 operational environment which may require periodically working outside of normal business and travel may be required.
What’s needed to succeed (Minimum Qualifications):
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. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com
Come join us to create what’s next. Let’s define tomorrow, together.
Description
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.
Job Overview And Responsibilities
The Senior Manager leads a team of 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 customer and agent surfacing pain points from call listening insights and employee feedback. This role supports a 24/7 operational environment which may require periodically working outside of normal business and travel may be required.
- Provides leadership to front line supervisors, who are responsible for coaching agents across multiple channels of communication – voice, email, chat and messaging
- Responsible for performance and results of approximately 350 represented contact center agents
- Analyzes team performance to identify opportunities and execute improvement plans
- Leads continuous improvement projects utilizing critical thinking and process analysis skills
- Acts as subject matter expert on function, policy, and process for customer experience improvement initiatives
- 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
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree or 4 years of relevant work experience
- 7 years of experience in managing, motivating, and engaging large employee groups, including:
- 5 years of experience in an operational environment
- 1-2 years of experience leading or mentoring a team
- Ability to multi-task and adapt to continuously changing priorities
- Strong analytical and communication skills are essential
- Demonstrated ability to drive performance improvement
- Strong leadership skills
- 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
- Working knowledge of Contact Centers
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. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com
Salary : $118,275 - $153,980