Customer Care Team Lead — Coaching & 24/7 Support

Houston Dose; Houston (TX); On-site; USD 79,489 - 97,153; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability benefits

Parental leave

Employee assistance program

Commuter benefits

Paid holidays

Paid time off

401(k)

Flight privileges

Job summary

United Airlines is seeking a Supervisor for the Customer Contact Center in Houston to coach a frontline servicing team that handles reservations, travel questions, and MileagePlus inquiries. The role supports a 24/7/365 operation with travel up to 5% domestically and internationally.

You will drive customer satisfaction and business results through performance coaching and data-driven insights. The ideal candidate will have 2+ years of leadership experience, strong communication skills, and the

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 - a proven motivator of people.
• 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.
• Successful completion of interview required to meet job qualification.
• Reliable, punctual attendance is an essential function of the position.

Responsibilities

• Observe individual performance and provide feedback through one-to-one coaching and follow-up sessions to ensure the team performs to expectation.
• Analyze performance management data to identify opportunities and apply the Performance Management Process to maximize performance.
• Lead and maintain employee engagement using reward and recognition tools and regular touch bases to align priorities and role.
• Perform all administrative, compliance, and operational duties as required.

Skills

Leadership

Communication skills

People skills

Prioritization

Change management

Decision making

Education

Bachelor's degree or 4 years of relevant work experience

Tools

Microsoft Office

Job description

United Airlines is seeking a Supervisor for the Customer Contact Center in Houston to coach a frontline servicing team that handles reservations, travel questions, and MileagePlus inquiries. The role supports a 24/7/365 operation with travel up to 5% domestically and internationally.

You will drive customer satisfaction and business results through performance coaching and data-driven insights. The ideal candidate will have 2+ years of leadership experience, strong communication skills, and the