Agent on Demand Performance & Analytics Supervisor

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?

At United, we fly into airports around the entire world. And we need a whole team of people to keep things running in tip-top shape. From the check-in counter to the departure gate, and even behind the scenes, our Airport Operations team keeps operations at our airports running smoothly every single day.

This position will provide on-shift operational execution of Agent on Demand staffing and performance management across the system. Responsible for taking action of NOC risk alerts and set short-term staffing targets to ensure coverage is sufficient across the system. Responsible for handling call queues to minimize customer wait times and improve key performance metrics.

• Supervise day-of performance, taking action as vital to ensure daily operational goals are met as well as monitor weather that would drive elevated demand and set three-day staffing targets for the system
• Works closely with departmental leadership to optimize workforce resources across the system, while adhering to labor contract constraints and meeting or exceeding service and cost targets
• Conduct shift briefings for station and Airport Operations partners
• Focus on leading and developing the skills of front-line employees with the goal of delivering consistent and excellent customer service and delivering a quality product in accordance with Company guidelines
• Conduct investigations as appropriate into performance and other work issues
• Analyze trends and insights to proactively seek improvement opportunities by developing reporting which track and measure staffing, call performance
• Identify stations and/or metrics requiring additional focus
• Collaborate with leaders to develop and implement solutions
• Key liaison with United IT and Customer Solutions and Innovation team on product enhancements and roll outs

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!

• Bachelors degree or equivalent work experience
• 2+ years experience in an operations or fast-paced business environment
• Demonstrated leadership consistent with the United leadership model
• Experience carrying out initiatives and/or projects with measurable results
• Knowledge of Customer Service, preferably Airport Operations
• Proficiency with Microsoft Office products, with emphasis on Excel and PowerPoint
• Strong written and verbal communication skills
• Ability to interact professionally with personnel at all levels of the organization, external business partners, team members and customers
• High standard for quality and attention to detail
• Strong customer service approach
• Demonstrated multi-tasking ability, problem-solving, initiative and superior decision-making skills
• Keen ability to work independently and in a team setting
• Able to adapt to a fast-paced and constantly evolving environment
• 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

• Supervisor experience
• Experience supervising Union Employees
• Customer Service Experience
• Process improvement experience
• Experience with data visualization tools such as Spotfire
• Specific knowledge of key Airport Operations performance, finance, safety, Airport Operations Balanced Scorecard and resource planning activities and metrics or previous experience supporting an operating group
• Advanced excel skills
• Ability to analyze large sets of data and build queries using SQL and Foundry

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 JobAccommodationsunited.com to request accommodation.