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.

Job overview and responsibilities

The Supervisors role is to coach a team of frontline servicing representatives who provide service and resolve customer issues. They collaborate with their team member to set individual goals and objectives using performance metrics and reporting to help drive customer satisfaction and business results.

As an inspiring coach, the Supervisor creates an environment where employees feel their contributions are valued and appreciated. They lead by example, promoting United values and encouraging a high-performance and positive working environment.

The position requires working outside traditional work hours and weekends to support the 24/7/365 operation. The role requires up to 5% domestic and potentially international travel.

Conduct regular sessions to observe individual performance and provide balanced and actionable feedback through one-to-one coaching and follow-up sessions to ensure the team is performing to expectationAnalyze performance management data to identify areas of opportunity; consistently and effectively apply the Performance Management Process to help employees maximize performanceLead and maintain employee engagement by using all available reward and recognition tools and regular touch bases and communication to help the team understand the priorities and their role in the processPerform all administrative, compliance, and operational duties as required

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.

Job overview and responsibilities

The Supervisors role is to coach a team of frontline servicing representatives who provide service and resolve customer issues. They collaborate with their team member to set individual goals and objectives using performance metrics and reporting to help drive customer satisfaction and business results.

As an inspiring coach, the Supervisor creates an environment where employees feel their contributions are valued and appreciated. They lead by example, promoting United values and encouraging a high-performance and positive working environment.

The position requires working outside traditional work hours and weekends to support the 24/7/365 operation. The role requires up to 5% domestic and potentially international travel.

Conduct regular sessions to observe individual performance and provide balanced and actionable feedback through one-to-one coaching and follow-up sessions to ensure the team is performing to expectationAnalyze performance management data to identify areas of opportunity; consistently and effectively apply the Performance Management Process to help employees maximize performanceLead and maintain employee engagement by using all available reward and recognition tools and regular touch bases and communication to help the team understand the priorities and their role in the processPerform all administrative, compliance, and operational duties as required

What’s needed to succeed (Minimum Qualifications):

Bachelors degree or 4 years of relevant work experience2 years’ leadership experience2 years of related experienceDemonstrated superior communication and people skills - a proven motivator of peopleDemonstrated ability to drive improvement in team performanceProven ability to manage multiple priorities, work in a challenging environment and make decisions quicklyAbility to facilitate the implementation and acceptance of change within the workplaceProficient in Microsoft Office tools such as Outlook, Word, and ExcelMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):2 years’ leadership experience as a leader in a Call Center environmentWhat’s needed to succeed (Minimum Qualifications):

Bachelors degree or 4 years of relevant work experience2 years’ leadership experience2 years of related experienceDemonstrated superior communication and people skills - a proven motivator of peopleDemonstrated ability to drive improvement in team performanceProven ability to manage multiple priorities, work in a challenging environment and make decisions quicklyAbility to facilitate the implementation and acceptance of change within the workplaceProficient in Microsoft Office tools such as Outlook, Word, and ExcelMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):2 years’ leadership experience as a leader in a Call Center environment