Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,970.80 - $92,853.20
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
Accident and disability insurance
Parental leave
Employee assistance program
Commuter Benefits
Paid holidays
Paid Time Off
401(k) Plan
flight privileges
Job Description
United Airlines, a leading global airline, is committed to connecting people and uniting the world through its extensive route network. Known for its wide-reaching flights to airports across the globe, United Airlines emphasizes a strong commitment to customer service, operational excellence, and employee growth. The company offers employees top-tier health and wellness benefits, opportunities for career advancement, and a chance to be part of a dynamic team dedicated to creating the future of air travel. Employees at United enjoy not only competitive salaries but also comprehensive programs including medical, dental, vision, life and disability insurance, paid holidays, paid time off,... Show More
Job Requirements
- High school diploma or equivalent
- Experience leading and influencing a team
- Customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making ability
- Experience supervising union personnel is a plus
- Proficient in IT systems and standard software appropriate to the work group
- Business acumen and continuous improvement knowledge
- Customer focus
- Conflict resolution
- Accountability
- Teamwork
- Engagement and motivation
- Safety orientation
- Planning and multi-tasking skills
- Ensure front-line co-workers deliver on service, performance, and safety objectives set by the company and station
- Manage operational performance including departure, arrival, bridges, late weights, freight, and mail boarded as booked
- Manage controllable expenses such as easy hours and late lunches
- Drive revenue generation through upselling
- Support frontline performance and safety compliance
- Act as first responder for co-worker and customer issues
- Improve union relations by working within contractual language
Job Qualifications
- High school diploma or equivalent
- Experience leading and influencing a team
- Customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making ability
- Experience supervising union personnel is a plus
- Proficient in IT systems and standard software appropriate to the work group
- Business acumen and continuous improvement knowledge
- Customer focus
- Conflict resolution
- Accountability
- Teamwork
- Engagement and motivation
- Safety orientation
- Planning and multi-tasking skills
Job Duties
- Engage front-line co-workers to deliver excellent customer service and an on-time quality product
- Engage and recognize external customers
- Monitor front-line co-worker behavior with customers to ensure consistency and compliance with company guidelines, procedures, and standards
- Monitor the performance of a team, zone, or cell, taking actions as necessary, to ensure daily goals are met
- Assess and delegate the appropriate work tasks to Service Directors, Leads, Pursers
- Identify issues and engage in structured problem solving to assist front-line co-workers in accomplishing work
- Conduct trend analyses, review key metrics, and take actions to address items not on track
- Lead performance dialogues with front-line co-workers to review metrics, performance boards, and issues boards
- Develop and implement standard work and continuous improvement processes
- Set expectations with co-workers about performance standards, including consistent and outstanding delivery of service and product
- Provide front-line co-workers with regular coaching, feedback, and recognition
- Communicate effectively to ensure priorities are understood and acted upon, with clear turnover for continuity across shifts
- Serve as a subject matter expert on service and procedures
- Develop action plans to affect behavior change
- Provide technical guidance and interpret company guidelines, procedures, and/or union agreements to assist employees
- Identify, address, and issue appropriate and timely corrective action
- Conduct routine investigations into performance, safety, complaints, and other work issues
- Recognize and document excellent performance
- Partner with vendor supervisor staff to define and address performance impacting shared goals
- Participate in peer, safety, and accident review boards
- Confront and address inappropriate behavior and performance issues with specific feedback
- Complete all mandatory regulatory and company-required documentation of activities
- Document performance issues in the case management system
- Attend division, unit, group meetings
- Participate in collateral projects
- Email and voicemail follow-up
Job Location
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