Supervisor - CS&A Service Delivery (Chicago)

About the role

Caring is one of United’s most important principles. Our Customer Contact Center team helps customers with booking and managing reservations, travel questions, MileagePlus accounts, and more. As a Supervisor, you will coach a team of frontline servicing representatives, set individual goals using performance metrics, and drive customer satisfaction and business results. You will lead by example, promote United values, and foster a high-performance, positive work environment.

Responsibilities

• Coach a team of frontline servicing representatives who provide service and resolve customer issues.
• Collaborate with team members to set individual goals and objectives using performance metrics and reporting.
• Conduct regular performance observation sessions and provide balanced, actionable feedback through one-to-one coaching and follow-up sessions.
• Analyze performance management data to identify areas of opportunity and apply the Performance Management Process to maximize employee performance.
• Lead and maintain employee engagement using reward and recognition tools, regular touch bases, and clear communication of priorities.
• Perform all administrative, compliance, and operational duties as required.
• Work outside traditional work hours and weekends to support the 24/7/365 operation.
• Travel up to 5% domestically and potentially internationally to support business needs.

Qualifications

• Bachelor's degree or 4 years of relevant work experience.
• 2 years’ leadership experience.
• 2+ years of related experience.
• Demonstrated superior communication and people skills with a proven ability to motivate others.
• Demonstrated ability to drive improvement in team performance.
• Proven ability to manage multiple priorities, work in a challenging environment, and make decisions quickly.
• Ability to facilitate the implementation and acceptance of change within the workplace.
• Proficient in Microsoft Office tools such as Outlook, Word, and Excel.
• Must be legally authorized to work in the United States for any employer without sponsorship.
• Reliable, punctual attendance is an essential function of the position.

Preferred Qualifications

• 2 years’ leadership experience as a leader in a Call Center environment.

Pay

The base pay range for this role is $79,488.90 to $97,153.10. The base salary range/hourly rate 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.

Benefits

• Medical, dental, vision, life, accident & disability insurance.
• Parental leave.
• Employee assistance program.
• Commuter benefits.
• Paid holidays and paid time off.
• 401(k) retirement plan.
• Flight privileges.