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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 Partner Performance – Manager will manage the overall vendor relationship for assigned international locations as well as managing the results of a teams outsourced employees in multiple international geographies for United Airlines. This role will work on improving overall customer experience inclusive of customer satisfaction, resolution, productivity, efficiency, compliance, and overall quality in an environment where employees primarily support US customers. This role will take a strategic and creative approach to addressing cultural differences that impact customer perception.

The Partner Performance – Manager will work with partners to continuously improve all aspects of operations, from recruiting and training to quality, recognition and continuous improvement. The ability to create a strong partnership with our Partners while effectively managing within contractual guidelines is essential to the role.

This Partner Performance – Manager role is part of a team that executes United’s strategic priorities achieved through partner relationships. This role will require an individual who can present ideas and results to senior leadership.

This role will require up to 50% travel to partner sites in the Philippines and occasional travel outside of the Philippines to additional satellite sites while staying current with job responsibilities while traveling.

This position is 100% remote. 

Oversee operational and performance management of partner locations to ensure a consistent experience and service quality for United customers across all locationsEffectively manage, analyze, and identify opportunities for delivery improvement by leveraging United and partner resources and tools, while providing actionable recommendationsAnalyze partner performance daily, weekly, monthly and annualProactively handle and assist with problem solving of operational issues when identifiedEstablish and nurture strong relationships with partner contacts and internal stakeholders to effectively manage expectations regarding performance, business requirements, and overall service delivery, while ensuring partners are held accountable for performance executionResponsible for continuously identifying opportunities to enhance partner productivity and cost-saving initiatives, including leading or supporting special projects as required

Rapidly develop proficiency on UA tools and processes while being a champion of tools used by partner sites to drive their usage and proficiency 

 

Recommend, implement and support technology enhancements that improve the customer experience or operational performance as related to the contact centerQualifications

What’s needed to succeed (Minimum Qualifications):
 

Bachelor's degree or 4 years of relevant work experience4-8 years of related work experienceContact Center Performance ManagementStrong analytical and problem-solving skillsStrong communication skillsKnowledge of MS Office tools (Excel, Word, Power Point)Project Management experience

Knowledge of call center operations

 

Must be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position
 

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

 

Six Sigma or equivalent certification3-5 years in direct people management3-5 years of experience in contact center performance management role5 years of experience in call center analytics and performance managementKnowledge of call center technologiesUnderstanding of call center financial management
The base pay range for this role is $99,750.00 to $129,924.00.
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. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, 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 perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.