Rep - Contact Center Operations (Chicago or Houston)

United Airlines•Chicago, IL

About The Position

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network. 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 Responsible for monitoring the contact center local work force management and operations; monitoring local contact center workload activity and coordinating the utilization of staffing, facilities, and equipment to optimize productivity of resources and to maintain established service level goals. This role will require accountability for appropriate application of operational policies and procedures and building employee engagement.

Requirements

Bachelor's degree or 4 years of relevant work experience
2-3 years of previous CRM or workflow administration
2 years in operations or analyst role
Microsoft Office
Able to effectively communicate with all levels of the organization
Capable of working independently as well as with a team
Ability to handle multiple, diverse tasks in a high stress work environment
Attention to detail and ability to effectively prioritize
Problem-solving ability
Good analytical 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

Nice To Haves

Bachelor's degree
5+ years of previous CRM or workflow administration
5+ years in operations or analyst role

Responsibilities

Analyze staffing and call arrival trends and reallocate existing staff to different functions or types of work (i.e. non-phone to phone)
Monitor local systems (ACD, computers, Cisco ICM, phone circuits, etc.) to identify issues before they impact the operation. Capture and provide field intelligence by resolving issues as they arise and if unable to resolve, escalate to leader and follow up to drive results
Updating employee schedules
Reducing or increasing staff based on current-day operation
Reporting or schedule meetings
Adjusting or updating access to tools and applications Contact Center agent uses