Supervisor - CS&A Service Delivery (Chicago)

%3Cp%3ECaring 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.%3C/p%3E%3Cp%3E%3Cstrong%3EJob overview and responsibilities%3C/strong%3E%3C/p%3E%3Cp%3EThe Supervisor%27s 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.%3C/p%3E%3Cp%3EAs 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.%3C/p%3E%3Cp%3EThe 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.%3C/p%3E%3Cul%3E%3Cli%3EConduct 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 expectation%3C/li%3E%3Cli%3EAnalyze performance management data to identify areas of opportunity; consistently and effectively apply the Performance Management Process to help employees maximize performance%3C/li%3E%3Cli%3ELead 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 process%3C/li%3E%3Cli%3EPerform all administrative, compliance, and operational duties as required%3C/li%3E%3C/ul%3E

What’s needed to succeed (Minimum Qualifications):

 

• Bachelor's degree or 4 years of relevant work experience
• 2 years’ leadership experience
• 2+ years of related experience
• Demonstrated superior communication and people skills - a proven motivator of people
• Demonstrated ability to drive improvement in team performance
• Proven ability to manage multiple priorities, work in a challenging environment and make decisions quickly
• Ability to facilitate the implementation and acceptance of change within the workplace
• Proficient in Microsoft Office tools such as Outlook, Word, and Excel
• 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

 

What will help you propel from the pack (Preferred Qualifications):

 

• 2 years’ leadership experience as a leader in a Call Center environment

 

Operates a global network of passenger and cargo flights.