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) retirement plan
flight privileges
Job Description
United Airlines is a leading airline company that connects people and places across the globe through an extensive route network. Renowned for its commitment to customer service, safety, and operational excellence, United Airlines offers opportunities for employees to grow their careers, enjoy top-tier health and wellness benefits, and build lasting connections with colleagues and customers alike. As a major player in the aviation industry, United focuses on fostering an inclusive and diverse workplace where team members are empowered to create what’s next and define the future of travel together. The company is dedicated to supporting employees with competitive salaries, comprehensive... 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 skills
- experience supervising union personnel preferred
- proficiency in IT systems and software
- knowledge of business acumen and continuous improvement
- focus on customer service
- ability to manage conflict
- accountability
- teamwork skills
- ability to engage and motivate a team
- safety orientation
- strong planning and multi-tasking skills
- ability to ensure front line co-workers deliver on service, performance and safety objectives
- familiarity with operational performance metrics
- understanding of controllable expenses
- experience with revenue generation
- knowledge of front line and safety performance
- capability to act as first responder for co-worker and customer issues
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
- 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
- controllable expense management
- revenue generation experience
- front line performance knowledge
- safety performance knowledge
- serve as first responder for co-worker/customer issues
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 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 regarding 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
- provide technical guidance and interpret company guidelines and procedures and/or union agreements to assist employees in performing functional tasks to ensure safety, security and service are delivered consistently
- identify, address and issue 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 United's 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/voicemail follow up
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
We didn't receive the exact location for this job posting,
please contact the employer.
You may be also interested in: