Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $75,970.80 - $92,853.20
Work Schedule
Standard Hours
Day Shifts
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Life insurance
accident insurance
Disability insurance
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, renowned for connecting people and communities across the world through its extensive route network. With a strong commitment to diversity, inclusion, and equal opportunity, United Airlines offers premier air travel services and supports its employees with top-tier health and wellness benefits. The company is dedicated to fostering career growth and innovation, inviting individuals to join their team to help define the future of air travel with a customer-first approach and a focus on operational excellence. Employees benefit from a supportive work environment, competitive compensation, and opportunities to travel the world while... 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
- Ability to lead
- Proficient in IT systems and common software appropriate to work group
- Ability to ensure front line co-workers deliver on service, performance and safety objectives set by the company and station
- Experience with operational performance metrics
- Experience managing controllable expenses
- Familiarity with revenue generation
- Ability to monitor and improve front line performance
- Knowledge of safety performance and procedures
- Experience serving as first responder for co-worker and customer issues
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 skills
- Ability to lead
- Experience supervising union personnel a plus
- Proficient in IT systems and common software
- Business acumen
- Continuous improvement mindset
- Customer focus
- Accountability
- Teamwork
- Engagement and motivation skills
- Safety orientation
- Planning and multi-tasking capabilities
- Ability to ensure front line co-workers deliver on service, performance and safety objectives
- Knowledge of operational performance metrics
- Controllable expense management
- Revenue generation understanding
- Front line performance monitoring
- Safety performance knowledge
- Ability to serve as first responder for co-worker and customer issues
- Improve 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
- 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 actions plans to affect behavior change
- Provide technical guidance and interpret company guidelines and 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
- Document performance issues into case management system
- Attend division, unit, group meetings
- Participate on collateral projects
- Email and voicemail follow up
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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