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Description
Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience every single day.
Job overview and responsibilities
The Manager - Partner Performance will manage the overall vendor relationship for assigned international locations as well as managing the results of teams of outsourced employees in multiple international geographies for United Airlines. This role will work on improving overall customer experience inclusive of customer satisfaction, resolution, productivity, efficiency, compliance, and overall quality in an environment where employees primarily support US customers. This role will take a strategic and creative approach to addressing cultural differences that impact customer perception.
The Manager - Partner Performance will collaborate with Partners to continuously improve all aspects of operations, from recruiting and training to quality, recognition, and continuous improvement. The ability to create a strong partnership with our Partners while effectively managing within contractual guidelines is essential to the role.
This Manager – Partner Performance role is part of a team that executes on United’s strategic priorities achieved through Partner relationships. This role will require an individual who has the ability to present ideas and results to senior leadership.
This role will require up to 50% travel to partner sites in South Africa and occasional travel outside of the South Africa while staying current with job responsibilities while traveling.
This position is 100% remote.
- Oversee operational and performance management of partner locations to ensure a consistent experience and service quality for United customers across all locations
- Effectively manage, analyze, and identify opportunities for delivery improvement by leveraging United and partner resources and tools, while providing actionable recommendations
- Analyze partner performance on a daily, weekly, monthly, and annual basis
- Proactively manage and assist with problem solving of operational issues when identified
Establish and nurture strong relationships with partner contacts and internal stakeholders to effectively manage expectations regarding
performance, business requirements, and overall service delivery, while ensuring partners are held accountable for performance execution
- Responsible for continuously identifying opportunities to enhance partner productivity and cost-saving initiatives, including leading or supporting special projects as required
- Rapidly develop proficiency on UA tools and processes while being a champion of tools used by partner sites to drive their usage and proficiency
- Recommend, implement, and support technology enhancements that improve the customer experience or operational performance as related to the contact center
Qualifications
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree or related experience
- 4-8 years of vendor management or call center management experience
- Experience with staffing, forecasting, scheduling, and daily operations
- Previous experience managing employees/partners remotely
- Contact Center Performance Management with deep understanding of key contact center metrics (CSAT, AHT, Resolution)
- Strong analytical and critical thinking skills
- Effective communication skills
- Knowledge of MS Office tools (Excel, Word, Power Point)
- Project Management experience
- Knowledge of call center operations
- Must be legally authorized to work in South Africa for any employer without sponsorship
- Must be fluent in English (written and spoken)
- Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
What will help you propel from the pack (Preferred Qualifications):
- Six Sigma or equivalent certification
- Prior experience in airline/airport operations preferred
- Knowledge of call center technologies
- Understanding of call center financial management
- International travel experience