Overview
Description
There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run “Business Resource Group” communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
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.
Key Responsibilities:
This analyst reports to the Manager of Insights to Action and is an exciting opportunity to provide insights that will drive key strategic decisions and transformational projects. Insights-to-Action is a key strategic organizational priority focused on driving initiatives that improve customer self-service and to reduce customer need for support.
+ Evaluate historical customer contacts and extract relevant information to provide useful insights to improve overall customer experience and reduce incoming contacts
+ Proactively measure and review emerging contacts to provide feedback for real-time process enhancements
+ Maintain accurate and up-to-date documentation of call analysis findings, insights and recommendations
+ Fully understand data and be prepared to read-out on a consistent basis
+ Liaison between front-line contacts, CCC leaders and digital technology team members to provide data that will be used for decision making around process improvements Prepare concise and focused presentations, distill sophisticated topics and confidently present in front of senior executives
United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What’s needed to succeed (Minimum Qualifications):
+ Bachelor’s degree or 4 years of relevant work experience
+ 2+ years of related experience
+ Excellent written and verbal communication skills
+ Ability to adapt to a fast-paced, changing environment
+ Strong social skills
+ Must be legally authorized to work in the United States without sponsorship
+ Successful completion of interview required to meet job qualification
+ Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
+ Understanding of current business processes
+ Project Management Skills
+ Advanced MS Excel Skills
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. 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.
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT