Manager - Contact Center Service Delivery (Houston)

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 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

What’s needed to succeed (Minimum Qualifications):

 

• Bachelor's 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):

 

• Contact center leadership experience

• Experience leading a team of frontline leaders