Director | United Airlines, Chicago

Website United Airlines

If You are Looking for Jobs in Chicago, Check out this Director Job vacancy in Chicago. The Director of the Chicago contact center (CHI) will direct a team of ~1000 front-line employees and leaders who work on site in Chicago and remotely in the United States. The Director will also lead our 3 contact centers in Latin America.

This individual should have a passion for elevating customer service and continuous improvement.

Your Duties And Responsibilities as a Director

  • Oversee all contact center activities and set the strategy to achieve best-in-class Customer Experience and meet or exceed company revenue and efficiency goals; establish and maintain appropriate working relationships with employees, union leadership, counterparts at other contact centers, and leaders in other parts of the organization
  • Engage with front-line employees, use analytics and observe front-line activity to understand what’s working, gaps, and opportunities for improvement
  • Prepare budget, lead to target, and continuously look for opportunities to improve
  • Hire, train and ensure the quality of new and long-tenured employees
  • Build a strong leadership team of front-line leaders who support the company, coach effectively, see opportunities for improvement and implement solutions.
  • Identify and implement creative solutions to problems faced by our customers and employees; continuously improve processes that will elevate customer satisfaction, drive efficiencies, and increase quality and revenue.

Who Can Apply For This Position 

  • 5-7 Years of Contact Center leadership experience or continuous improvement + leadership experience
  • Possess excellent interpersonal skills and highly developed communication skills
  • Ability to model Safety and Dependability in all work endeavors
  • Must have a working knowledge of contact centers and experience in leading large employee groups
  • Strong leadership skills
  • Desire to be an advocate of United’s core values and principles
Job Details  
Company Name : United Airlines
Location : Chicago,IL,US
Job Type : Full-Time

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