Senior Manager - CS&A Service Delivery (Houston)

United Airlines•Houston, TX

6d•$118,275 - $153,980

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 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.

Requirements

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

Nice To Haves

Working knowledge of Contact Centers

Responsibilities

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