Supervisor - CS&A Service Delivery (Chicago)

United Airlines•Chicago, IL

1d•Onsite

About The Position

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.

Requirements

Bachelor's degree or 4 years of relevant work experience
2 years’ leadership experience
2+ years of related experience
Demonstrated superior communication and people skills - a proven motivator of people
Demonstrated ability to drive improvement in team performance
Proven ability to manage multiple priorities, work in a challenging environment and make decisions quickly
Ability to facilitate the implementation and acceptance of change within the workplace
Proficient in Microsoft Office tools such as Outlook, Word, and Excel
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

2 years’ leadership experience as a leader in a Call Center environment

Responsibilities

Coach a team of frontline servicing representatives who provide service and resolve customer issues.
Collaborate with team members to set individual goals and objectives using performance metrics and reporting to help drive customer satisfaction and business results.
Create an environment where employees feel their contributions are valued and appreciated.
Lead by example, promoting United values and encouraging a high-performance and positive working environment.
Conduct regular sessions to observe individual performance and provide balanced and actionable feedback through one-to-one coaching and follow-up sessions to ensure the team is performing to expectation.
Analyze performance management data to identify areas of opportunity; consistently and effectively apply the Performance Management Process to help employees maximize performance.
Lead and maintain employee engagement by using all available reward and recognition tools and regular touch bases and communication to help the team understand the priorities and their role in the process.
Perform all administrative, compliance, and operational duties as required.