Manager - Contact Center Service Delivery
United Airlines · Houston, TX
- On site
- Full-time
- $123,000 / year
- Houston, TX
Job highlights
- Lead contact center supervisors and agents.
- Drive customer experience and efficiency improvements.
- Manage performance of 200-250 agents.
- Analyze data for operational opportunities.
- Develop supervisor skills through coaching.
About the role
Manager - Contact Center Service Delivery
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.
Come join us to create what’s next. Let’s define tomorrow, together.
Description
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 Manager – Contact Center Service Delivery is responsible for overseeing all aspects of our front-line supervisor and agent daily operational activities. They lead front-line supervisors in their agent coaching, communication, and support initiatives. They are responsible for developing the skills of their supervisor team focusing on behavioral change coaching to drive improvements in customer experience and efficiency. Embraces a culture of continuous improvement, has expert knowledge of United product offerings/programs, has strong knowledge of call center management best practices, and fosters a community of respect with direct reports, peers, and leaders. Represents the voice of the employee and customer surfacing pain points from call listening and employee feedback.
- Provides leadership to front line supervisors, who are responsible for coaching agents across multiple channels of communication – voice, email, chat and messaging
- Mentors and develops front-line supervisors to improve their productivity and effectiveness
- Responsible for performance and results of approximately 200-250 represented contact center agents
- Analyzes team performance to identify opportunities and execute improvement plans
- Represents the voice of the customer surfacing pain points from call listening insights for customer experience improvements and call reduction initiatives
- Represents the voice of the agent to surface opportunities for reduced employee effort and improved experience
Qualifications
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree or 4 years of relevant work experience
- 4+ years of experience in an operational environment
- 1+ years of experience leading a team
- Experience in managing, motivating, and engaging large employee groups
- Ability to adapt to continuously changing priorities
- Strong leadership, analytical and communication skills
- Demonstrated ability to drive performance improvement
- 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):
- Contact center leadership experience
Compensation & Benefits
The base pay range for this role is $94,620.00 to $123,184.00. The base salary range/hourly rate listed is dependent on job-related factors, such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
Equal Opportunity Employer Statement
United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com
Key skills/competency
- Contact Center Management
- Service Delivery
- Team Leadership
- Performance Improvement
- Customer Experience
- Operational Efficiency
- Agent Coaching
- Employee Engagement
- Call Center Best Practices
- Problem-Solving
Skills & topics
- Contact Center Manager
- Service Delivery
- Customer Service
- Operations Management
- Team Leadership
- Call Center
- Supervision
- Performance Management
- Employee Coaching
- United Airlines
How to get hired
- Tailor your resume: Highlight experience in operational environments, team leadership, and driving performance improvements. Quantify achievements wherever possible.
- Craft a compelling cover letter: Emphasize your passion for customer service and your ability to lead and develop large teams.
- Prepare for behavioral questions: Be ready to discuss your leadership style, conflict resolution skills, and how you handle changing priorities.
- Showcase contact center expertise: If you have prior contact center leadership experience, make sure it's prominently featured in your application materials.
- Understand United's culture: Research United Airlines' values, especially 'Caring', and articulate how you align with them.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the base salary range for the Contact Center Service Delivery Manager role at United Airlines?
- The base salary range for this position at United Airlines is $94,620.00 to $123,184.00 annually, with potential eligibility for bonuses and long-term incentives based on experience, education, and skills.
- What are the key responsibilities of a Contact Center Service Delivery Manager at United Airlines?
- As a Contact Center Service Delivery Manager at United Airlines, your key responsibilities include overseeing daily operations, leading front-line supervisors, coaching agents, driving customer experience improvements, managing agent performance, and representing both employee and customer perspectives.
- What qualifications are required for the Contact Center Service Delivery Manager position?
- Minimum qualifications include a Bachelor's degree or 4 years of relevant work experience, 4+ years in operations, 1+ year of team leadership, experience managing large groups, adaptability, strong analytical and communication skills, and the ability to drive performance improvement. Legal authorization to work in the US without sponsorship is also required.
- Does United Airlines offer benefits for this role?
- Yes, United Airlines offers a competitive benefits package that may include medical, dental, vision, life insurance, accident & disability, parental leave, employee assistance program, commuter benefits, paid holidays, paid time off, 401(k), and flight privileges.
- What is the preferred experience for a Contact Center Service Delivery Manager at United Airlines?
- Preferred qualifications for this role include specific experience in contact center leadership, which can help propel your application forward.
- How does United Airlines approach diversity and inclusion in hiring for this role?
- United Airlines is an Equal Opportunity Employer committed to diversity and inclusion. They hire, train, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, or veteran status, and provide reasonable accommodations for applicants with disabilities.
- What is the expected team size managed by a Contact Center Service Delivery Manager?
- The Manager – Contact Center Service Delivery is responsible for the performance and results of approximately 200-250 represented contact center agents, in addition to leading front-line supervisors.
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