Supervisor - Baggage Recovery

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Come join us to create what's next. Let's define tomorrow, together.

The Customer Contact Center is the go-to contact for customers who have questions about their travel, their Mileage Plus accounts and more. This department also helps customers book and manage reservations.

The position's primary purpose is to manage the post travel baggage service experience. This includes assisting airports worldwide and keeping in-line with DOT performance. Establish and maintain critical relationships between the Baggage Recovery Center and our customer base, to ensure customer satisfaction, while improving efficiency and productivity.

Provide leadership and oversight of front-line employees in an operational environment

Establish and monitor key call center metrics that balance the efficiency with customer satisfaction requirements

Provides performance expectations, regular monitoring, coaching and feedback to staff to ensure accountability and growth of the team while leveraging call center technology capabilities to optimize cost efficiencies, especially with automation and self service

Ensure consistency on operational service and product delivery

Partner with vendors

Provide real time station analytical support in baggage movement as well as develop procedures for special events and high-level baggage handling

Communicate operational information in real time both internally and externally

Participate in collateral projects

Partner with our vendor operation and provide guidance on running a seamless product

Required

Flexible to work any shift including weekends and holidays

Call center experience

Minimum of 2-4 years in a leadership role

Must be legally authorized to work in the United States for any employer without sponsorship

Successful completion of interview required to meet job qualification

Reliable, punctual attendance is an essential function of the position

Must be able to live and work in Houston, TX.

Preferred

Functional knowledge of airport systems and procedures

Bachelor's Degree or relative experience

World Tracer, BOLT, EZ Care, Shares

Minimum of 2-4 years in a leadership role within a call center environment

PC literate; experience with MS Word and Excel

Union relations experience

Experience monitoring KPI's

Experience managing 20+ employees

The base pay range for this role is $80,235.90 to $98,066.10. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact