Bachelor's degree or 4 years of relevant work experience
Strong analytical and problem-solving skills
Excellent written and verbal communication skills
Proficient in presenting data visually using MS PowerPoint
Experience in project management
Solid understanding of MS Office tools, especially Excel
Knowledge of call center operations
Responsibilities
Lead execution of performance improvement initiatives within Service Delivery
Manage strategic initiatives to enhance agent and process efficiency
Develop and lead pilot/test programs with actionable recommendations
Provide clear updates and presentations to keep projects on track
Identify customer pain points and recommend improvements to enhance experience
Benefits
Collaborative work environment
Opportunities for professional development
Access to cutting-edge tools and technologies
Engagement with cross-functional teams
Impactful role in improving customer experience
Full Job Description
Description
Job Overview and Responsibilities
Leads end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact. This role translates identified opportunities into actionable project plans and drives execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners. It integrates analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows. The role ensures initiatives are delivered on time, grounded in data, and adopted effectively by the operation.
Improve agent performance through initiatives that drive SOP compliance, decreases in quality defects, and improvement in resolution rates.
Manage strategic initiatives that make agents and processes better and more efficient, including timelines, action items, documentation, and meeting coordination
Develop and lead pilot/test programs by preparing materials, collecting feedback, tracking data, and developing go / no-go recommendations and plans.
Keep everyone informed with clear updates, presentations, and tracking of tasks to ensure projects stay on track
Be the voice of the customer by identifying pain points and recommending ways to improve the customer experience
Qualifications
What's needed to succeed (Minimum Qualifications):
Bachelor's degree or 4 years of relevant work experience
Strong analytical and problem solving skills
Strong written and verbal communication skill
Experience presenting analytical data in a visual, easy-to-digest format using MS PowerPoint
Experience in project management
Solid understanding and working knowledge of MS Office tools (especially Excel, Powerpoint, Word).
Contact Center Performance Management
Strong analytical and problem solving skills
Strong communication skills
Knowledge of MS Office tools (Excel, Word, Power Point)
Knowledge of call center operations
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
What will help you propel from the pack (Preferred Qualifications):
About United Air Lines, Inc
United Airlines is a major American airline that operates a large domestic and international route network. The company is headquartered in Chicago, Illinois and is a founding member of the Star Alliance, the world's largest airline alliance. United Airlines operates a fleet of over 800 aircraft and serves more than 350 destinations in over 50 countries.
