Supervisor - Baggage Recovery

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Description

The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations.

Job overview and responsibilities

The position’s primary purpose is to manage the post travel baggage service experience. This includes assisting airports worldwide and keeping in-line with DOT performance. Establish and maintain critical relationships between the Baggage Recovery Center and our customer base, to ensure customer satisfaction, while improving efficiency and productivity.

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  Provide leadership and oversight of front-line employees in an operational environment
• Establish and monitor key call center metrics that balance the efficiency with customer satisfaction requirements
• Provides performance expectations, regular monitoring, coaching and feedback to staff to ensure accountability and growth of the team while leveraging call center technology capabilities to optimize cost efficiencies, especially with automation and self service
• Ensure consistency on operational service and product delivery
• Partner with vendors
• Provide real time station analytical support in baggage movement as well as develop procedures for special events and high-level baggage handling
• Communicate operational information in real time both internally and externally
• Participate in collateral projects

Partner with our vendor operation and provide guidance on running a seamless product

Qualifications

Required

• Flexible to work any shift including weekends and holidays
• Call Center experience
• Minimum of 2-4 years in a leadership role
• 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
• Must be able to live and work in Houston, TX.

Preferred

• Functional knowledge of airport systems and procedures
• Bachelor’s Degree or relative experience
• World Tracer, BOLT, EZ Care, Shares
• Minimum of 2-4 years in a leadership role within a call center environment
• PC literate; experience with MS Word and Excel
• Union relations experience
• Experience monitoring KPI’s
• Experience managing 20+ employees

The base pay range for this role is $80,235.90 to $98,066.10.
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 [email protected]