Description
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape! From the outstanding service at the check-in counter to the departure gate, and even behind the scenes making sure your checked bags arrive with you, our Airport Operations team keeps operations at our airports running efficiently every single day.
Job Overview And Responsibilities
The Senior Manager - Cargo Service Delivery is responsible for the strategic direction of and oversight of the Cargo Contact Center Service Delivery which includes both inbound and outbound contacts. This Senior Manager will provide strategic departmental planning, liaise with corporate Cargo team, implement departmental and corporate initiatives, goals and provide the tactical direction required to successfully lead the day-to-day operation. Senior Manager will be responsible for a team of 4 to 6 Management employees and over 100 frontline agents.
- Drive strategic planning, goals, and initiatives for Cargo Contact Center team focusing on culture transformation, efficiency, and customer satisfaction
- Monitor team performance to ensure volumes and staffing ratios are properly allocated, service levels and Customer Satisfaction goals are met
- Continuously focus on employee engagement with fresh ideas to improve and sustain employee morale and satisfaction
- Exercise discretion, critical thinking, and independent good judgment
- Demonstrate very high-level decision-making skills
- Identify and understand the problem; take appropriate action
- Lead direct reports
- Provide coaching, training and growth opportunities
- Ensure effective communication of roles/assignments and expectations among team members
- Collaborate with Corporate and field sales Cargo teams to support initiatives including product launches, announcement and custgomer impacted issues
- Communicate key Cargo initiatives with the teams and gain frontline employee agreement
- Partner with Resource Planning and WFM teams to fulfil timeline employee hiring and scheduling activities
- Collaborate across teams to help drive decisions around policy, process and application solutions that deliver an impactful customer experience
Qualifications
Required
- Bachelor's degree or 4 years of relevant work experience
- 9+ years of related work experience
- 5+ years of supervisory experience
- Proficient written and verbal communication
- Operational Management
- Passion for people and contributing to and elevating the company/brand's reputation
- Track record managing teams and supplier partners
- Outstanding leadership capabilities including ability to develop and motivate team members within growing team
- Excellent verbal and written communication skills including the ability to translate key messages into channel appropriate communications, and ability to articulate strategy and tactics at the executive level
- Must be self-starter with strong problem solving and interpersonal skills
- Strong project management skills including the ability to manage multiple, competing priorities
- Ability to forecast and strategize process and project improvements
- Ease in working in fast paced dynamic and deadline driven environment within a 24x7 operational environment
- Shown analytical skills and superior attention to detail
- Ability to resolve personnel and administrative issues
- Flexibility to work various shifts to support 24/7/365 operation
- Proficiency in MS Excel, PowerPoint, and Word
- 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
Preferred
- Master's degree
- Airline, Cargo or travel industry experience
- Contact Center experience
- Understanding and enthusiasm for Cargo operations
- Operations, Reservations, Airport and/or Customer Care experience
- Experience working with Salesforce
- Understanding of inbound calls and emails service levels
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. 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 JobAccommodations@united.com to request accommodation.
Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT
NHC00000461