Remote Manager - Partner Performance (Remote) at United Airlines

%3Cp%3ECaring 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.%3Cbr%3E%3Cbr%3E%3Cstrong%3EJob overview and responsibilities%3C/strong%3E%3Cbr%3E%3Cbr%3EThe Partner Performance – Manager will manage the overall vendor relationship for assigned international locations as well as managing the results of a teams outsourced employees in multiple international geographies for United Airlines. This role will work on improving overall customer experience inclusive of customer satisfaction, resolution, productivity, efficiency, compliance, and overall quality in an environment where employees primarily support US customers. This role will take a strategic and creative approach to addressing cultural differences that impact customer perception.%3C/p%3E%3Cp%3EThe Partner Performance – Manager will work with partners to continuously improve all aspects of operations, from recruiting and training to quality, recognition and continuous improvement. The ability to create a strong partnership with our Partners while effectively managing within contractual guidelines is essential to the role.%3C/p%3E%3Cp%3EThis Partner Performance – Manager role is part of a team that executes United’s strategic priorities achieved through partner relationships. This role will require an individual who can present ideas and results to senior leadership.%3C/p%3E%3Cp%3EThis role will require up to 50% travel to partner sites in the Philippines and occasional travel outside of the Philippines to additional satellite sites while staying current with job responsibilities while traveling.%3C/p%3E%3Cp%3EThis position is 100% remote.%26nbsp;%3C/p%3E%3Cul%3E%3Cli%3EOversee operational and performance management of partner locations to ensure a consistent experience and service quality for United customers across all locations%3C/li%3E%3Cli%3EEffectively manage, analyze, and identify opportunities for delivery improvement by leveraging United and partner resources and tools, while providing actionable recommendations%3C/li%3E%3Cli%3EAnalyze partner performance daily, weekly, monthly and annual%3C/li%3E%3Cli%3EProactively handle and assist with problem solving of operational issues when identified%3C/li%3E%3Cli%3EEstablish and nurture strong relationships with partner contacts and internal stakeholders to effectively manage expectations regarding performance, business requirements, and overall service delivery, while ensuring partners are held accountable for performance execution%3C/li%3E%3Cli%3EResponsible for continuously identifying opportunities to enhance partner productivity and cost-saving initiatives, including leading or supporting special projects as required%3C/li%3E%3Cli%3E%3Cp%3ERapidly develop proficiency on UA tools and processes while being a champion of tools used by partner sites to drive their usage and proficiency%26nbsp;%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E%3C/li%3E%3Cli%3ERecommend, implement and support technology enhancements that improve the customer experience or operational performance as related to the contact center%3C/li%3E%3C/ul%3E

What’s needed to succeed (Minimum Qualifications):
 

• Bachelor's degree or 4 years of relevant work experience
• 4-8 years of related work experience
• Contact Center Performance Management
• Strong analytical and problem-solving skills
• Strong communication skills
• Knowledge of MS Office tools (Excel, Word, Power Point)
• Project Management experience

• Knowledge of call center operations

   

• 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):

 

• Six Sigma or equivalent certification
• 3-5 years in direct people management
• 3-5 years of experience in contact center performance management role
• 5 years of experience in call center analytics and performance management
• Knowledge of call center technologies
• Understanding of call center financial management

Apply Now