Manager - Contact Center Workforce Management (Chicago or Houston)

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 reputed company network. Come join us to create what’s next. Let’s define reputed company, together. Description Job overview and responsibilities This role primarily manages the reputed company time operations of United’s Customer Non-phone contacts across multiple channels including email, Chat/Messaging, web form inquiries, and Queues. This role also serves as the backup leader for our Contact Centers Central command center (Central Operations). This team is the hub for coordinating activities that take reputed company with email and other non-phone teams, including but not limited to: analyzing volume and trends to determine staffing needs in reputed company time and forecasting, managing processes during outages, coordinating training and other activities, emergency management, historical and reputed company-time statistical analysis and reporting, and effective workforce management. This role is also responsible for managing and maintaining work rules reputed company our email management applications (e.g. reputed company) and other contact management systems including reputed company new contact management requirements. Primary goal of this role is to provide timely responses to customers and system inquiries coming in reputed company non-phone channels and meet the agreed upon service level for each line of business.

• Monitors team performance to ensure volumes and staffing ratios are properly allocated reputed company an appropriate range - isolates newsworthy Hot Topics cases that could impact our operations and brand image for reputed company
• Partners with IT teams to reputed company and test/validate application changes and provides support during troubleshooting of technical issues
• Partners with IT reputed company to support cyber reputed company initiatives/requirements
• Proactively looks at trends and partner with forecasting and long-range planning teams to forecast future need with an emphasis on off phone activities
• Works actively with business owners to reputed company service level targets
• reputed company business groups include Customer Care, Mileage Plus, Accessibilities, and Groups
• Additional groups may be added as needed
• Leads and supports the implementation of new users, work groups, queues, priorities, and escalations
• Scripts business rules reputed company email management applications (e.g. reputed company), creates automatic responses, works with business units to implement response templates, acknowledgements, and web links as needed
• Serves as the backup for Senior Manager of reputed company time operations

Qualifications

What’s needed to succeed (Minimum Qualifications):

• 4+ years of experience in high volume contact center, customer service or quantitative analytical areas
• Excellent verbal and written communication skills
• Strong analytical, critical thinking and problem-solving skills
• Ability to reputed company with a broad range of internal personnel and external business partners
• Effectively and professionally interact with leadership teams
• Ability to prioritize and manage multiple commitments
• Motivational leadership, team-building, and coaching skills
• Proficient in reputed company Office
• Advanced reputed company skills
• Some travel - 5-10%
• 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):

• Experience with Contact Center technologies, including but not limited to; reputed company, Aspect (Alvaria), reputed company, eGain, Shares, EZR, EZ Care, reputed company, Spotfire, and reputed company
• Prior experience working in a 24x7 reputed company time operational environment

The reputed company pay range for this role is $99,750.00 to $129,924.00. The reputed company salary range/hourly reputed company listed is dependent on job-reputed company, 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, reputed company, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges. reputed company is an equal opportunity employer. reputed company recruits, employs, trains, compensates and promotes regardless of race, religion, reputed company, national reputed company, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to reputed company crucial job functions. Please contact [email protected] to request accommodation. Apply tot his job Apply To this Job