Manager - Contact Center Workforce Management (Chicago or Houston) bei United Airlines

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

This role primarily manages the real time operations of United’s Customer Non-phone contacts across multiple channels including email, Chat/Messaging, web form inquiries, and Queues. This role also serves as the backup leader for our Contact Centers Central command center (Central Operations). This team is the hub for coordinating activities that take place with email and other non-phone teams, including but not limited to: analyzing volume and trends to determine staffing needs in real time and forecasting, managing processes during outages, coordinating training and other activities, emergency management, historical and real-time statistical analysis and reporting, and effective workforce management. 
This role is also responsible for managing and maintaining work rules within our email management applications (e.g. KANA) and other contact management systems including onboarding new contact management requirements. Primary goal of this role is to provide timely responses to customers and system inquiries coming in via non-phone channels and meet the agreed upon service level for each line of business. 

• Monitors team performance to ensure volumes and staffing ratios are properly allocated within an appropriate range - isolates newsworthy Hot Topics cases that could impact our operations and brand image for United Airlines
• Partners with IT teams to develop and test/validate application changes and provides support during troubleshooting of technical issues
• Partners with IT security to support cyber security initiatives/requirements
• Proactively looks at trends and partner with forecasting and long-range planning teams to forecast future need with an emphasis on off phone activities
• Works actively with business owners to achieve service level targets
• Current business groups include Customer Care, Mileage Plus, Accessibilities, and Groups
• Additional groups may be added as needed
• Leads and supports the implementation of new users, work groups, queues, priorities, and escalations 
• Scripts business rules within email management applications (e.g. KANA), creates automatic responses, works with business units to implement response templates, acknowledgements, and web links as needed
• Serves as the backup for Senior Manager of real time operations

%3Cblockquote dir=%22ltr%22%3E%0A%3Ch3%3EWhat%26rsquo;s needed to succeed (Minimum Qualifications):%3C/h3%3E%0A%3Cp%3E%3C/p%3E%0A%3Cul%3E%0A%3Cli%3E4+ years of experience in high volume contact center, customer service or quantitative analytical areas%3C/li%3E%0A%3Cli%3EExcellent verbal and written communication skills%3C/li%3E%0A%3Cli%3EStrong analytical, critical thinking and problem-solving skills%3C/li%3E%0A%3Cli%3EAbility to interface with a broad range of internal personnel and external business partners%3C/li%3E%0A%3Cli%3EEffectively and professionally interact with leadership teams%3C/li%3E%0A%3Cli%3EAbility to prioritize and manage multiple commitments%3C/li%3E%0A%3Cli%3EMotivational leadership, team-building, and coaching skills%3C/li%3E%0A%3Cli%3EProficient in Microsoft Office%3C/li%3E%0A%3Cli%3EAdvanced Excel skills%3C/li%3E%0A%3Cli%3ESome travel - 5-10%%3C/li%3E%0A%3Cli%3EMust be legally authorized to work in the United States for any employer without sponsorship%3C/li%3E%0A%3Cli%3ESuccessful completion of interview required to meet job qualification%3C/li%3E%0A%3Cli%3EReliable, punctual attendance is an essential function of the position%3C/li%3E%0A%3C/ul%3E%0A%3Cp%3E%3C/p%3E%0A%3Ch3%3EWhat will help you propel from the pack (Preferred Qualifications):%3C/h3%3E%0A%3Cul%3E%0A%3Cli style=%22font-family: Arial;%22%3EExperience with Contact Center technologies, including but not limited to; Cisco, Aspect (Alvaria), Kana, eGain, Shares, EZR, EZ Care, Foundry, Spotfire, and LivePerson%3C/li%3E%0A%3Cli style=%22font-family: Arial;%22%3EPrior experience working in a 24x7 real time operational environment%3C/li%3E%0A%3C/ul%3E%0A%3C/blockquote%3E Jetzt bewerben