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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
Lead and manage the performance of front line agents to achieve performance objectives through call monitoring, coaching, training, recognition and appropriate performance improvement measures including disciplinary actions, promotes a cooperative working environment and employee engagement.
Lead and manage front line agents to achieve performance objectives through call monitoring, coaching, training, recognition and appropriate performance improvement measures including disciplinary actions
Develop and implement plan strategies that support our corporate and division goals Administer company and division policies and performs admin/operational duties as required to job functions
Provide visibility to performance and relentlessly seeks opportunities to drive results
Own the morale of their team
Full understanding of divisions key performance measures and their business implications
Provide a cooperative and working environment and employee engagement
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.
Qualifications
What’s needed to succeed (Minimum Qualifications):
Bachelors degree or equivalent work experience
1-3 years contact center experience
Experience in leading a team required
Excellent written, verbal and interpersonal skills required
Demonstrated organizational and decision making skills required
PC literate; experience with MS Word and Excel required
Flexible to work any shift required
Legally able to work in Mexico, regular attendance and punctuality in accordance with UA policies
Attendance is required at work location
Must be legally authorized to work in Mexico for any employer without sponsorship
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Advanced to proficient English communication skills (C1-C2)
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
