Skip to Main Content

Representative - Reservations Operations

United Airlines Chicago, IL
  • Expired: March 06, 2019. Applications are no longer accepted.

We have a wide variety of career opportunities around the world - come find yours. **Customer Contact Center** The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations. **Job overview and responsibilities** Responsible for monitoring the contact center local work force management and operations; monitoring local contact center workload activity and coordinating the utilization of staffing, facilities, and equipment to optimize productivity of resources and to maintain established service level goals. This role will require accountability for appropriate application of operational policies and procedures and building employee engagement. + Analyze overall office staffing and call arrival trends, ensure staffing changes are carried out in a timely manner and communicate staffing changes locally and to Central Operations + Monitor local systems (ACD, computers, Cisco ICM, phone circuits, etc.) to identify issues before they impact the operation. + Capture and provide field intelligence by resolving issues as they arise and if unable to resolve, escalate to leader and follow up to drive results + Coordinate activities in the operations control area including headsets, messages, workforce management entries, accurate reports of off phone activities and payroll hours, etc. **Required** + High School Diploma, GED or education equivalent + Ability to multi-task and adapt to continuously changing priorities + Strong analytical and communication skills + Strong customer service skills + Intermediate Microsoft Excel skills + Working knowledge of Contact Centers or equivalent operations job experience (i.e. Customer Service, Call Center from another division, etc.) + Customer service experience + Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including weekends, nights and holidaysMust 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 **Preferred** + Bachelors degree or equivalent work experience + Understanding of Contact Center metrics + Contact Center operational experience + 1- 3 years contact center experience **_Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT_** **Division:** 56 Contact Centers **Function:** Professional Opportunities Equal Opportunity Employer - Minorities/Women/Veterans/Disabled