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DescriptionCaring 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.
QualificationsWhat’s needed to succeed (Minimum Qualifications):
What will help you propel from the pack (Preferred Qualifications):
- Six Sigma or equivalent certification
- 3-5 years in direct people management
- 3-5 years of experience in contact center performance management role
- 5 years of experience in call center analytics and performance management
- Knowledge of call center technologies
- Understanding 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 JobAccommodationsunited.com to request accommodation.","industry":"Industry