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) retirement plan
flight privileges
Job Description
United Airlines is a leading global airline known for connecting people and destinations across the world. With an extensive route network that spans multiple continents, United Airlines facilitates millions of trips each year, ensuring travelers reach their destinations efficiently and comfortably. As one of the major airlines in the United States, United prides itself on excellent customer service, a strong safety record, and dedication to continuous improvement. United Airlines offers employees competitive compensation and comprehensive benefits, supporting their growth and well-being both professionally and personally. This particular opportunity is a full-time position with a salary range between $75,970.80 and $92,853.20,... Show More
Job Requirements
- High school diploma or equivalent
- Experience leading and influencing a team
- Customer service experience
- Strong written and oral communication skills
- Ability to resolve conflicts and make decisions
- Experience supervising union personnel is a plus
- Proficiency in IT systems and software
- Knowledge of business acumen and continuous improvement
- Focus on customer service
- Accountability
- Teamwork skills
- Ability to engage and motivate staff
- Safety orientation
- Capability to plan and multi-task
- Knowledge of operational performance metrics
- Experience managing controllable expenses
- Ability to generate revenue through upselling
- Front line performance management experience
- Knowledge of safety performance standards
- Ability to serve as first responder for co-worker and customer issues
- Ability to improve union relations within contractual guidelines
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 with the ability to lead
- Experience supervising union personnel 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
- Operational performance knowledge including departures (D:0), arrivals (A:14), bridges, late weights, freight and mail boarded as booked
- Controllable expense management including easy hours and late lunches
- Revenue generation such as upselling
- Front line performance management including SSEs
- Safety performance including OSHA compliance, lost time injuries, and damages
- Serve as first responder for co-worker and customer issues measured through employee engagement surveys and customer feedback
- Improved union relations working 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, 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 with regard to performance standards including consistent and outstanding delivery of service and product
- Provide front-line co-workers with regular coaching, feedback and recognition, as appropriate
- 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 action plans to affect behavior change such as dependability and overall job performance
- Provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks and to ensure safety, security and service are delivered consistently
- Identify and address appropriate and timely corrective action in accordance with guidelines
- 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 and service delivery to customers
- 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 into case management system
- Attend division, unit, group meetings
- Participate on collateral projects
- Email and voicemail follow up
Job Location
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