Supervisor - Baggage Recovery

United Airlines•Houston, TX

1d•$80,236 - $98,066•Onsite

About The Position

The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations. The position’s primary purpose is to manage the post travel baggage service experience. This includes assisting airports worldwide and keeping in-line with DOT performance. Establish and maintain critical relationships between the Baggage Recovery Center and our customer base, to ensure customer satisfaction, while improving efficiency and productivity.

Requirements

Flexible to work any shift including weekends and holidays
Call Center experience
Minimum of 2-4 years in a leadership role
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
Must be able to live and work in Houston, TX.

Nice To Haves

Functional knowledge of airport systems and procedures
Bachelor’s Degree or relative experience
World Tracer, BOLT, EZ Care, Shares
Minimum of 2-4 years in a leadership role within a call center environment
PC literate; experience with MS Word and Excel
Union relations experience
Experience monitoring KPI’s
Experience managing 20+ employees

Responsibilities

Provide leadership and oversight of front-line employees in an operational environment
Establish and monitor key call center metrics that balance the efficiency with customer satisfaction requirements
Provides performance expectations, regular monitoring, coaching and feedback to staff to ensure accountability and growth of the team while leveraging call center technology capabilities to optimize cost efficiencies, especially with automation and self service
Ensure consistency on operational service and product delivery
Partner with vendors
Provide real time station analytical support in baggage movement as well as develop procedures for special events and high-level baggage handling
Communicate operational information in real time both internally and externally
Participate in collateral projects
Partner with our vendor operation and provide guidance on running a seamless product