Job Detail

Analyst – Contact Center Frontline Support - United Airlines

Date Posted:Oct 04, 2021

Job Detail

  • Location:
    Gurgaon, Haryana, India
  • Company:
  • Type:
    Full Time
  • Career Level:
  • Experience:
    2 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Mar 10, 2022

Job Description

Job overview and responsibilities

This position is responsible for day-to-day work force management activities. This includes real time management of service levels, addressing employee schedule exceptions including trades, sick calls and other exceptions.  Position will have responsibility to monitor and manage real time staffing and inbound volumes for designated functions.  Partners with Central Operations to implement current day staffing drivers including overtime, time off and vacation .  Evaluates current day staffing gaps and addresses the gaps through staff planning actions.  Enters current day exceptions in the work force management tool and provides first line support to frontline employees for their scheduling and administrative needs.  Publishes shift reports.

  • Manages current day and real time services levels for designated functions
  • Executes planned overtime and time off activities
  • Manages administrative aspects of employee current day exceptions including handling sick calls and trades
  • Schedules various employee activities including Training, Meetings and other offphone activities
  • Creates and publishes appropriate reports and dashboards on an established frequency

This position is offered on local terms and conditions.  Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.


  • Bachelors degree or equivalent experience
  • 2+ years of contact center workforce planning and scheduling
  • Strong analytical skills are essential
  • Excel – Advanced level
  • Must have strong organizational skills, with proven ability to multi-task
  • Collaboration skills are essential: Team player
  • Knowledge of contact center scheduling
  • Knowledge of contact center call routing
  • Must be willing to work some weekend schedules
  • Must be legally authorized to work in India for any employer without sponsorship
  • Must be fluent in English and Hindi (written and spoken)
  • Successful completion of interview required to meet job qualification
  • Reliable, punctual attendance is an essential function of the position


  • Knowledge of Contact Center scheduling software (Aspect, IEX or other systems) highly desirable
  • Knowledge of call routing system
  • Experience working in a 24×7 inbound call center workforce planning


Skills Required

Job is expired

Company Overview

Chicago, Illinois, United States of America

A career is a journey - take yours farther For over 90 years, we've been connecting people and uniting the world. We have seven US hub locations, including hubs in the four largest cities in the United States and over 90,000 employees residing in eve... Read More

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