United Airlines Inc. Hiring for Director – Contact Center at Houston, TX Full Time

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Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities

The Director of the North Houston Contact Center (NHC) will lead a team of ~1000 front line employees and leaders who work on site and remotely in United’s facilities. This individual should have a passion for elevating customer service and continuous improvement. In today’s environment, customers often reach out to us to help solve their problems and the person in this role has a significant opportunity to influence how customers feel about United Airlines. The right candidate will take a creative and strategic approach to solving employee and customer concerns.

Responsible for achieving Key Performance Indicators including Customer Satisfaction/NPS, efficiency, quality, compliance, and revenue; Director will set expectations, drive performance improvement and measure results in a fast paced/quickly changing environment

Improve customer perception of United by reinforcing excellent front line skills and behaviors that drive customer satisfaction. Measure results by impact on NPS, CSAT, efficiency and customer feedback.

Direct all contact center activities and set the strategy to achieve best in class Customer Experience and meet or exceed company revenue and efficiency goals; establish and maintain appropriate working relationships with employees, union leadership, counterparts at other contact centers and leaders in other parts of the organization

Prepare budget, manage to targets and continuously look for opportunities to improve

Hire, train and ensure quality of new and long tenured employees

Build a strong leadership team of front-line leaders who support the company, coach effectively, identify opportunities for improvement and implement solutions.

Identify and implement creative solutions to problems faced by our customers and employees; continuously improve processes that will elevate customer satisfaction, drive efficiencies, and increase quality and revenue. Engage with front-line employees, use analytics and observe front-line activity to understand what’s working, gaps and opportunities for improvement

Required

Bachelor’s degree or 12+ years of experience in leu of degree

5-7 Years of Contact Center leadership experience or continuous improvement + leadership experience

Must have working knowledge of contact centers and experience in managing large employee groups

Strong leadership skills

Desire to be an advocate of United’s core values and principles

Possess excellent interpersonal skills and highly developed communication skills

Ability to model Safety and Dependability in all work endeavors

Excellent command of Microsoft products, include Word, Excel, and PowerPoint

Proven ability to show Caring and compassion to United employees and customers

Ability to multi-task and adapt to continuously changing priorities

Strong analytical and communication skills are essential

International travel up to 10%

Preferred:
Contact Center leadership experience

Advanced degree, such as MBA

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT