There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Key Responsibilities:

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 primary role of the Cargo Contact Center Senior Supervisor is to manage all process and policy specific initiatives regarding specialty products within the Cargo Contact Center (CCC) and assist in the development of supervisors within the function/s they support. The Sr. Supervisor also acts as a liaison with various work groups across the Company, partners, and vendors, and measures the success of existing and new product/s and/or processes implemented. This position may also be responsible for managing training and quality assurance functions within the office. Limited Domestic and or International Travel may be required to carry out certain responsibilities associated with this position (<10%).

• Handle and advise all Process/Procedure/Policy changes affecting the Cargo Contact Center
• Partner with e-strategy team and other product groups to develop and implement new products/tools
• Provide mentorship/guidance and development opportunities for L6 Supervisors
• Coordinate (possibly lead) training for Cargo Contact Center working closely with Global Training Deployment Team
• Partner with Quality Assurance Coordinator to identify training opportunities through the QA process
• Handle first level relationship with vendor (IGT-Manila), including staffing and MBRs
• This position is Onsite

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience
• 1+ years contact center experience
• 1+ leadership experience
• 3+ years of related experience
• Strong analytical skills
• Proficient in Microsoft Office products (specifically Excel and PPT)
• Ability to interact and present to all levels of audience (executive to frontline)
• Collaboration skills at all levels including frontline agents and higher level management
• 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):

• Master's degree
• 3+ years contact center experience
• Six sigma or other equivalent methodologies
• Proficient with Salesforce CRM (specifically Salesforce email capability)
• Project Management Experience
• Experience in one or more of the following:
• ETA
• AMS
• Unimatic
• Egain
• Understanding of all Cargo products and services (GEN, EXP, LG, HUM, TC, QPK, etc.)
• Knowledge of UC360

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 JobAccommodations@united.com to request accommodation.