Senior Analyst, Contact Center Optimization

United Airlines; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

United Airlines in Chicago is seeking a specialist to lead end-to-end performance improvement initiatives within Service Delivery. You will ensure structured delivery, cross-functional alignment, and measurable operational impact across operations, QA, training, policy, quality, and technology partners.

You translate opportunities into actionable plans, drive execution, and adopt data-driven solutions that enhance efficiency and the customer experience for our agents.

Qualifications

• Bachelor's degree or 4 years of relevant work experience.
• Strong analytical and problem solving skills.
• Strong written and verbal communication skills.
• Experience presenting analytical data in a visual format using MS PowerPoint.
• Experience in project management.
• Solid understanding of MS Office tools (Excel, PowerPoint, Word).
• Knowledge of call center operations.

Responsibilities

• Leads end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact.
• Translates identified opportunities into actionable project plans and drives execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners.
• Integrates analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows.
• Ensures initiatives are delivered on time, grounded in data, and adopted effectively by the operation.
• Improve agent performance through initiatives that drive SOP compliance, decreases in quality defects, and improvement in resolution rates.
• Manage strategic initiatives that make agents and processes better and more efficient, including timelines, action items, documentation, and meeting coordination.
• Develop and lead pilot/test programs by preparing materials, collecting feedback, tracking data, and developing go / no-go recommendations and plans.
• Keep everyone informed with clear updates, presentations, and tracking of tasks to ensure projects stay on track.
• Be the voice of the customer by identifying pain points and recommending ways to improve the customer experience.

Skills

Analytical skills

Problem solving

Written and verbal communication

Project management

MS Office tools

Excel

PowerPoint

Word

Call center operations

Education

Bachelor's degree or 4 years of relevant work experience

Tools

MS PowerPoint

MS Excel

MS Word

Job description

United Airlines in Chicago is seeking a specialist to lead end-to-end performance improvement initiatives within Service Delivery. You will ensure structured delivery, cross-functional alignment, and measurable operational impact across operations, QA, training, policy, quality, and technology partners.

You translate opportunities into actionable plans, drive execution, and adopt data-driven solutions that enhance efficiency and the customer experience for our agents.