Job Description

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Contact Centers
Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities

The Contact Center Senior Analyst – Partner Performance is responsible for handling operational performance related aspects of sites in the Partner Management portfolio. The Senior Analyst will work with local operational teams to report on and drive performance in areas such as Customer Satisfaction, Quality, Efficiency and operational delivery, especially as it pertains to resource allocation and process and policy improvement. 

• Forecast and allocate resources across partner sites on a monthly basis with weekly reviews
• Evaluate partner performance as process/policy improvements are implemented
• Ensure sites are calibrated with United by leading regular calibrations sessions with Partner Quality teams
• Attend and assist with preparation of partner weekly, monthly, quarterly, and annual business reviews
• Audit onsite communication delivery processes such as huddles, town halls
• Partner with local operations teams to evaluate operational performance 
• Manage the quality program reporting and results

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. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

Required 

• Bachelor's degree or 4 years of relevant work experience
• 4 years of contact center experience
• 2 years of statistical analysis experience
• Strong analytical and problem solving skills
• Strong written and verbal communication skills
• 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). 
• Successful completion of interview required to meet job qualification
• Must be legally authorized to work in India for any employer without sponsorship
• Must be fluent in English(written and spoken)
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is an essential function of the position

Preferred

• Master's degree
• 1 year of airline experience
• 1 year of change management experience
• Project management certification
• Experience using analytical tools such as Spotfire, NICE, Clarabridge

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

Skills Required

• Communication
• Problem Solving