Analyst - Contact Center Real-Time Operations (Chicago Or Houston)

Description
There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?
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.
Key Responsibilities:
This position handles the real-time and intraday Work Force Management (WFM) activities across multiple work functions and contact channels including Phone, Chat/Messaging and email. This analyst will evaluate historical and recent performance and statistics to identify trends and determine appropriate actions to handle staffing to meet service level standards. Takes proactive measures to handle staffing levels to achieve key performance metrics including average speed of answer, abandonment rate, occupancy etc. Real-time decision making and effective communication with on-site leadership and WFM teams to complete staffing actions will be crucial to the success of this role. This role will serve as liaison between IT (both internal and external) and on-site business team members in managing through operational impacting events such as tool or system outages/issues. This position is on-site at either our customer Contact Center in Houston, TX or Chicago, IL.

• Handles current day and real-time service levels for designated functions primarily for Chat/Messaging operations both onshore and at Partner locations
• Analyzes volume and workload trends to resolve real-time staffing needs and communication to stakeholders
• Takes current day staffing actions including overtime, time off, meetings and training
• Analyzes, creates and publishes appropriate reports and dashboards on an established frequency
• Communicates with frontline work force management teams including partner sites and provides guidance for real-time operational management
• Works with Help Desk and internal IT partners to open technical issue tickets and triage as needed
• Approximately 5% travel required.

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!
Qualifications
What's needed to succeed (Minimum Qualifications):

• Bachelors Degree or 4 years equivalent work experience
• 1+ years of Contact Center real-time management or workforce management experience
• Knowledge of Contact Center Work Force Management
• Strong analytical skills
• Real-Time decision-making skills
• Strong organizational skills with proven ability to multi task
• Collaboration skills
• Professional Experience with Microsoft Suite Applications (Excel, Word, PPT, Outlook)
• 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 a crucial function of the position

What will help you propel from the pack (Preferred Qualifications):

• Experience working in a 24x7 inbound call center workforce planning
• Experience working with LivePerson Chat/Messaging platform
• Knowledge of Chat/Messaging operations highly desirable
• Knowledge of Contact Center scheduling software (Aspect, IEX or other systems)

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.