Senior Manager - Agent Chat (Remote)

About the position

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. 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.

Responsibilities

• Create and execute strategy for continuous improvement of agent chat operations at internal and Partner sites focused on delighting customers with resolution and efficiency
• Inspect and analyze results, trends, outliers and opportunities to optimize results
• Ensure that chat agents are supported with the training, systems, tools and operating procedures required to ensure a high-quality consistent experience for customers and agents regardless of their delivery location
• Inspect results of chat performance and drive continuous improvement
• Participate in business reviews and project updates both from Partner delivery sites as well as technology suppliers
• Serve as chat subject matter expert to present to leadership on projects, pilots and critical initiatives as well to ensure that strategic objectives for chat are considered in performance management, allocation of work by line of business to sites, policy and procedure development and Partner operations
• Enable chat learning and skills growth in direct reports and peers
• Collaborate on evaluation, testing and deployment of new processes and tools designed to improve chat experience
• Work with Learning and Development and Quality teams to constantly evolve our standards and tools to address the needs of chat customers and chat agents
• Execute tactics to ensure business continuity to include agent access, incident management response, consultation on routing, skill-groups, reporting and invoicing

Requirements

• Bachelor's degree or 4 years of relevant work experience
• 9+ years of related experience
• 3 years of experience in contact center management role
• 5 years of experience in leadership role
• 3 years managing chat or related digital messaging platform
• Contact Center Performance Management
• Strong analytical and problem-solving skills
• Strong communication skills
• Knowledge of MS Office tools (Excel, Word, Power Point)
• Project Management experience
• Knowledge of contact center operations
• Knowledge of chat technology
• Financial management understanding
• Must be legally authorized to work in the United States for any employer without sponsorship
• Willing to travel up to 30% of the time
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Nice-to-haves

• Master's degree
• 3-5 years in direct people management
• Experience in airlines customer support
• Knowledge of contact technologies
• Knowledge of airline customer support
• Experience with global users across a myriad of cultures

Benefits

• medical
• dental
• vision
• life
• accident & disability
• parental leave
• employee assistance program
• commuter
• paid holidays
• paid time off
• 401(k)
• flight privileges