Manager - Contact Center Workforce Management (Chicago or Houston)

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 Job overview and responsibilities This role primarily manages the real time operations of United’s Customer Non-phone contacts across multiple channels including email, Chat/Messaging, web form inquiries, and Queues. This role also serves as the backup leader for our Contact Centers Central command center (Central Operations). This team is the hub for coordinating activities that take place with email and other non-phone teams, including but not limited to: analyzing volume and trends to determine staffing needs in real time and forecasting, managing processes during outages, coordinating training and other activities, emergency management, historical and real-time statistical analysis and reporting, and effective workforce management. This role is also responsible for managing and maintaining work rules within our email management applications (e.g. KANA) and other contact management systems including onboarding new contact management requirements. Primary goal of this role is to provide timely responses to customers and system inquiries coming in via non-phone channels and meet the agreed upon service level for each line of business.

• Monitors team performance to ensure volumes and staffing ratios are properly allocated within an appropriate range - isolates newsworthy Hot Topics cases that could impact our operations and brand image for United Airlines
• Partners with IT teams to develop and test/validate application changes and provides support during troubleshooting of technical issues
• Partners with IT security to support cyber security initiatives/requirements
• Proactively looks at trends and partner with forecasting and long-range planning teams to forecast future need with an emphasis on off phone activities
• Works actively with business owners to achieve service level targets
• Current business groups include Customer Care, Mileage Plus, Accessibilities, and Groups
• Additional groups may be added as needed
• Leads and supports the implementation of new users, work groups, queues, priorities, and escalations
• Scripts business rules within email management applications (e.g. KANA), creates automatic responses, works with business units to implement response templates, acknowledgements, and web links as needed
• Serves as the backup for Senior Manager of real time operations

Qualifications

What’s needed to succeed (Minimum Qualifications):

• 4+ years of experience in high volume contact center, customer service or quantitative analytical areas
• Excellent verbal and written communication skills
• Strong analytical, critical thinking and problem-solving skills
• Ability to interface with a broad range of internal personnel and external business partners
• Effectively and professionally interact with leadership teams
• Ability to prioritize and manage multiple commitments
• Motivational leadership, team-building, and coaching skills
• Proficient in Microsoft Office
• Advanced Excel skills
• Some travel - 5-10%
• 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):

• Experience with Contact Center technologies, including but not limited to; Cisco, Aspect (Alvaria), Kana, eGain, Shares, EZR, EZ Care, Foundry, Spotfire, and LivePerson
• Prior experience working in a 24x7 real time operational environment

The base pay range for this role is $99,750.00 to $129,924.00. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards. You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges. United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation. Apply tot his job Apply To this Job