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

This role provides leadership and administrative oversight for a team of Customer Care Specialists, IAM Representatives or Administrative employees who resolve and respond to customer service issues received via phone, email, mail, fax, social media avenues or via executives throughout the company. Through effective coaching, goal setting, and facilitating a collaborative, team-based environment, supervisors ensure that service levels, efficiency, and quality goals are achieved. They will contribute to departmental planning, liaise with external personnel, implement departmental and corporate initiatives, and provide the tactical direction required to successfully run day-to-day operations.

• Directs team, ensuring responses satisfactorily address customer concerns, in a manner consistent with audit and regulatory requirements (including DOT, EU, and CTA mandates)
• Provides clear expectations, training, and guidance
• Monitors team performance to ensure volumes and staffing ratios are accurately allocated, compensation volumes are within an appropriate range, and stake holding departments are involved when external support is required
• Strategic planning for customer care, including subject matter reinforcement, support for new regulations and corporate directives, proactive reporting of trends related to regulatory/legal/flight incident cases, and setting department goals
• Leads brick and mortar agents, as well as those working remote
• The salary for this position is $68,310 to $76,560, dependent on job-related, non-discriminatory factors such as experience, education and skills. This range is based on a full-time schedule.

At United, we offer a competitive compensation package, with benefits including: medical, dental, vision, life, accident and disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) plan with employee and company contribution opportunities, and flight privileges.

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 (Communications or Psychology) or 4 years of relevant work experience
• 3-5 years’ experience effectively leading and developing large frontline teams with emphasis on responding to customer feedback
• Excellent verbal and written communication skills with the ability to collaborate with a broad range of internal personnel, external business partners, and customers
• Ability to prioritize and balance multiple commitments and large teams
• Motivational leadership, team building, coaching, analytical and problem-solving skills
• Ability to work a flexible work schedule in response to operational need including varying hours and rotating weekends
• Some travel (5% or less)
• Reliable, punctual attendance is a crucial function of the position
• Customer Care, Contact Center, Refunds, Baggage, Inflight, or airport experience
• An understanding of the total customer experience within the airline industry or other service-related industries
• Proficient in Microsoft Office
• Be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification

Salary and benefits information is being included in this job posting in accordance with Colorado state law.

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.