Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,970.80 - $92,853.20
Work Schedule
Standard Hours
Benefits
Medical
Dental
Vision
Life
Accident
disability
Parental leave
Employee assistance program
Commuter Benefits
Paid holidays
Paid Time Off
401(k)
flight privileges
Job Description
United Airlines is one of the leading global airlines, operating flights to numerous destinations worldwide. Known for its extensive route network and commitment to customer service, United Airlines plays a significant role in connecting people and places across the globe. The company is dedicated to fostering a rewarding and inclusive work environment where employees can grow their careers, access top-tier health and wellness benefits, and enjoy opportunities to travel internationally. As a respected leader in the aviation industry, United Airlines emphasizes continuous improvement, operational excellence, and team collaboration to consistently deliver a high-quality experience to its customers.
The ro... Show More
The ro... Show More
Job Requirements
- High school diploma or equivalent
- Experience leading and influencing a team and customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making skills
- Experience supervising union personnel is a plus
- Proficient in IT systems and common software appropriate to work group
- Business acumen and continuous improvement
- Customer focus
- Conflict resolution
- Accountability
- Teamwork
- Engagement and motivation
- Safety orientation
- Planning and multi-tasking
- Ensure front line co-workers are delivering on service, performance and safety objectives set by the company and station
- Understanding of operational performance metrics
- Knowledge of controllable expenses
- Experience with revenue generation
- Front line performance management skills
- Safety performance knowledge
- Ability to serve as first responder for co-worker and customer issues
- Skills in improving union relations and working within contractual language
Job Qualifications
- High school diploma or equivalent
- Experience leading and influencing a team and customer service experience
- Strong written and oral communication skills
- Conflict resolution and decision making skills
- Experience supervising union personnel is a plus
- Proficient in IT systems and common software appropriate to the work group
- Business acumen and continuous improvement mindset
- Customer focus
- Conflict resolution
- Accountability
- Teamwork
- Engagement and motivation
- Safety orientation
- Planning and multi-tasking abilities
- Ability to ensure front-line co-workers deliver on service, performance and safety objectives
- Knowledge of operational performance metrics
- Understanding of controllable expenses
- Revenue generation experience
- Front-line performance management
- Safety performance awareness
- Ability to serve as first responder for co-worker and customer issues
- Skills in improving union relations
- Ability to work within contractual language
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
- 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 with regard to performance standards
- Provide front-line co-workers with regular coaching, feedback and recognition
- Develop skills of front-line co-workers by coaching on performance, as it relates to customer service and products
- 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 actions plans to affect behavior change
- Provide technical guidance and interpret company guidelines and procedures and/or union agreements
- 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
- Complete all mandatory regulatory and company required documentation of activities
- Document performance issues into case management system
- Attend division/unit/group meetings
- Participate on collateral projects
- Follow up on email and voicemail communications
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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