Supervisor - CS&A Service Delivery (Houston)

United Airlines; Houston (TX); On-site; USD 79,000 - 97,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

Parental leave

Flight privileges

Commuter benefits

Paid holidays

Paid time off

401(k)

Job summary

United Airlines in Houston is seeking a Supervisor for the Customer Contact Center to coach a frontline servicing team, set individual goals, and drive customer satisfaction using performance metrics and reporting. The role requires leading by example in a 24/7 operation with possible travel.

The position emphasizes coaching, performance improvement, and strong communication to motivate staff and maintain engagement in a dynamic travel environment.

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

• Coach frontline representatives to meet performance goals using one-to-one feedback.
• Analyze performance data to identify opportunities and apply PM processes to improve performance.
• Engage employees using reward tools and regular check-ins to clarify priorities.
• Perform administrative, compliance, and operational duties as required.

Skills

Leadership experience

Communication skills

Change management

Decision making

Team coaching

Time management

Education

Bachelor's degree

4 years relevant work experience

Tools

Microsoft Office

Outlook

Word

Excel

Job description

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.

Description

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.

Job Overview And Responsibilities

The Supervisor's role is to coach a team of frontline servicing representatives who provide service and resolve customer issues. They collaborate with their team member to set individual goals and objectives using performance metrics and reporting to help drive customer satisfaction and business results.

As an inspiring coach, the Supervisor creates an environment where employees feel their contributions are valued and appreciated. They lead by example, promoting United values and encouraging a high-performance and positive working environment.

The position requires working outside traditional work hours and weekends to support the 24/7/365 operation. The role requires up to 5% domestic and potentially international travel.

• Conduct regular sessions to observe individual performance and provide balanced and actionable feedback through one-to-one coaching and follow-up sessions to ensure the team is performing to expectation
• Analyze performance management data to identify areas of opportunity; consistently and effectively apply the Performance Management Process to help employees maximize performance.
• Lead and maintain employee engagement by using all available reward and recognition tools and regular touch bases and communication to help the team understand the priorities and their role in the process.
• Perform all administrative, compliance, and operational duties as required.

Qualifications

What’s needed to succeed (Minimum 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

What will help you propel from the pack (Preferred Qualifications):

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

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

The base salary range/hourly rate listed 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.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [e-mail]