Manager - Partner Performance (Remote)
Description Contact Centers Find your future at United! We're reinventing what our industry looks like, and what an airline can be - from the planes we fly to the people who fly them. When you join us, you're joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward. Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world's biggest route network. Connect outside your team through employee-led Business Resource Groups. Create what's next with us. Let's define tomorrow together. 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. Key Responsibilities: Operational and Performance Management of partner location/s to ensure performance is the same for United customers regardless of location Build and maintain collaboration contacts and internal partners to properly handle expectations on performance, business requirements and overall service delivery, holding partner accountable for overall performance execution Effectively handle, analyze and recommend opportunities for delivery improvement using both United and Partner resources and tools Audit onsite operational performance and processes Lead and/or assist with the execution of special projects as assigned Attend and assist with preparation of partner weekly, monthly, quarterly, and annual business reviews
Qualifications
What's needed to succeed (Minimum Qualifications): Bachelor's degree or 4 years of relevant work experience 4-8 years of related work experience Contact Center Performance Management Strong analytical and problem solving skills Strong communication skills Knowledge of MS Office tools (Excel, Word, Power Point) Project Management experience Knowledge of call center operations What will help you propel from the pack (Preferred Qualifications): 3-5 years in direct people management 3-5 years of experience in contact center performance management role 5 years of experience in call center analytics and performance management Six Sigma or equivalent certification Knowledge of call center technologies Understanding of call center financial management International travel experience 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 [email protected] to request accommodation. Apply Job!