Supervisor - Contact Center Service Delivery Mexico

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Come join us to create what’s next. Let’s define tomorrow, together.

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

• 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