Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.
The Senior Manager of Contact Center Continuous improvement is responsible for setting the strategy for process improvement and leading a team to execute on the prioritized projects. This role will work closely with the insights to action and analytics teams to find opportunities, prioritize those with the biggest impact and lead a team of who will oversee the execution of initiatives. This role will have the opportunity to significantly influence how our ~6,000 global customer service team members service United Airlines customers.
Lead and be responsible for the contact center continuous improvement strategy, identifying areas for enhancement and implementing innovative solutions to optimize performance.
Become a subject matter expert who understands airline process, policy and procedures in order to identify and solution complex opportunities
Represent the voice of the customer surfacing pain points from call listening insights for customer experience improvements and efficiency initiatives. Represent the voice of the agent and ensure processes and procedures are understood and easy to follow
Collaborate with insights to action, analytics, quality and others to ensure cohesive approach
Represents the voice of the customer surfacing struggles from call listening insights for customer experience improvements and call reduction initiatives
Prepare concise and compelling presentations; distill complex topics and confidently present ideas
Continually innovate to find opportunities for team to work more effectively and efficiently; build a team that possesses skills needed to improve the business
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What’s needed to succeed (Minimum Qualifications):
Bachelor's degree or 4 years of relevant work experience
7+ years of related work experience
5+ years of experience in transformation or continuous improvement role
1+ years of experience leading a team
Experience in leading, motivating, and engaging large employee groups
Ability to adapt to constantly evolving priorities
Strong leadership, analytical and communication skills
Ability to collaborate and influence others
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
What will help you propel from the pack (Preferred Qualifications):