DescriptionJob overview and responsibilitiesThe Senior Manager - Agent Chat is a subject matter expert responsible for the end-to-end operationalization of the agent chat channel withing United Customer Support & Advocacy. Responsibilities include deployment across a global customer support network with analysis and continuous improvement of chat tools, tactics and training focused on the customer experience, agent experience and overall efficiency. In addition to optimizing results with front-line and support teams, this role partners with cross- functional digital teams to improve the holistic customer journey as well as external technology suppliers to promote innovation. This highly visible manager role requires demonstrated ownership, leadership and the ability to present to senior leaders. The Senior Manager is required to travel internationally and domestically up to 30% of the time.
- Create and execute strategy for continuous improvement of agent chat operations at internal and Partner sites focused on delighting customers with resolution and efficiency
- Inspect and analyze results, trends, outliers and opportunities to optimize results
- Ensure that chat agents are supported with the training, systems, tools and operating procedures required to ensure a high-quality consistent experience for customers and agents regardless of their delivery location
- Inspect results of chat performance and drive continuous improvement
- Participate in business reviews and project updates both from Partner delivery sites as well as technology suppliers
- Serve as chat subject matter expert to present to leadership on projects, pilots and critical initiatives as well to ensure that strategic objectives for chat are considered in performance management, allocation of work by line of business to sites, policy and procedure development and Partner operation
Enable chat learning and skills growth in direct reports and peers - Collaborate on evaluation, testing and deployment of new processes and tools designed to improve chat experience
- Work with Learning and Development and Quality teams to constantly evolve our standards and tools to address the needs of chat customers and chat agents
- Execute tactics to ensure business continuity to include agent access, incident management response, consultation on routing, skill-groups, reporting and invoicing
QualificationsWhat's needed to succeed (Minimum Qualifications):- Bachelor's degree or 4 years of relevant work experience
- 9+ years of related experience
- 3 years of experience in contact center management role
- 5 years of experience in leadership role
- 3 years managing chat or related digital messaging platform
- Contact Center Performance Management
- Strong analytical and problem-solving skills
- Strong communication skills
- Knowledge of MS Office tools (Excel, Word, Power Point)
- Project Management experience
- Knowledge of contact center operations
- Knowledge of chat technology
- Financial management understanding
- Must be legally authorized to work in the United States for any employer without sponsorship
- Willing to travel up to 30% of the time
- 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):- Master's degree
- 3-5 years in direct people management
- Experience in airlines customer support
- Knowledge of contact technologies
- Knowledge of airline customer support
- Experience with global users across a myriad of cultures
