For Professionals

Pick your region

Search Profiles by Job Title

ENGLISH IN

ENGLISH UK

Deutsh

Español

Français (canada)

Français (france)

italiano

polski

português (brasil)

Login

Notifications

Show my Profile

Edit My Profile

Settings

Contact us

Sign Out

My Account

GO TO DASHBOARD

GO TO PROFILE

CREATE YOUR PROFILE

cta_buttons

Dashboard

Profile Editor

Search

Messages

Skills

Location

School

Company

Name

Search By

Contact Us

Terms of Use

Blog

Accessibility

Privacy Policy

Fraud Awareness

Cookie Policy

About Us

Sitemap

Do Not Sell or Share My Personal Information

All Regions

Bold.pro

Facebook

Instagram

Youtube

Pinterest

How it works

For Employers

Contact Center Supplier Performance - Senior Manager
  
Req #: WHQ00017501-TB
  
Location: Chicago, IL US
  
Job Category:Reservations - Management & Administrative
  
We have a wide variety of career opportunities around the world  come find yours. 
  
Contact Centers
  
Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.
  
Job overview and responsibilities
  
Manage performance of contact center outsourced suppliers who handle over 15 million annual customer inbound calls, back office work and Customer Refunds. Role manages an annual spend of approximately $12million with over 600 employees. 

* Manage and enhance customer experience while calling United outsourced call centers
  

* Responsible for all critical Key Performance Indicators including Customer Satisfaction, Average Handle Time, Quality, Compliance and Revenue
  

* Responsible for managing cost of outsourcing and continuous improvement
  

* Manage annual budget spend of approximately $12million
  

* Ensure accuracy of invoices and compliance to contracts
  

* End to end management of critical projects related to outsourcing, including start-up of new centers, closure of redundant centers, launching of new products or lines of business
  

* Manage all aspects of call center operations including Training, Manpower planning, Employee engagement, Facilities, communication and staffing delivery
  

* Support internal business partners including Cargo, Refunds, Mileage Plus, Sales and Web Support
  

  
Required

* College Degree or Equivalent experience required
* Six Sigma green belt or black belt 
* Knowledge of Call Center operations and Key Performance Indicators; required
* Project Management and Analytical skills required
* Two year's experience in call center space or customer service; Two years of leadership experience (Supervisory/Management) required
* Must be legally authorized to work in the United States for any employer without sponsorship
* Successful completion of interview required to meet job qualifications 
* Reliable, punctual attendance is an essential function of the position
  
Preferred

* Experience working with Suppliers preferred
  

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

Contact Center Supplier Performance - Senior Manager

Photo

Contact

Professional Summary

Overview

Work History

Education

Timeline

Tell them why you're reaching out:

I am contacting you because * :

I am contacting you to:

Edit basic information displayed on your Profile

Contact Info

Don't wait! With a free professional profile on Bold.pro you can:

Check your email for submission confirmation and future notifications.

The person you’re trying to reach has disabled the Contact Request option

Contact request cannot be submitted

Success!

Your request is on the way!

Cast a wider net to find even more talent for your team. Start by exploring these profiles.

Cast a wider net to find even more talent for your team. Explore more profiles to find your next great hire.

Cast a wider net and connect with like-minded professionals. Start by exploring these profiles.

Cast a wider net and connect with like-minded professionals. Explore more profiles to grow your network.

You might have mistyped the address or the page has moved.

If you got there from another site, we'd appreciate if you

The Bold Profile you're looking for is no longer available.

We've integrated with our largest Resume Building website, MyPerfectResume, to help you build a professional Bold Profile. Once finished, your Profile will appear on Bold.pro.

You will be redirected from Bold.pro to MyPerfectResume

Associate Principal Engineer

Use our expert recommendations below to get started.

Tell us about your accomplishments

Add anything else you want to know.

Additional information

What are your affiliations?

Select time slots on the calendar below

When are you available to work?

Fill out this section or it will be deleted

This section can't be empty

What skills would you like to highlight?

Showcase your certifications.

What certifications do you have?

Tell us about your {sectionName}

What interests do you have?

What languages do you know?

Focus on your years of experience or amount of courses you have completed.

Showcase your career overview

Highlight your full skillset on your Bold Profile

Show your skills

What software skills do you have?

Briefly tell us about your background

Share your contact information with {name}

See my work availability

Availability

Available

University Overview

Job overview

Hi, I’m

Not Available

If you plan to reach out about a job, feel free to let me know so I don't miss your message.

Bold Profiles Footer Logo

Job Title

Bold Profiles

By filling out this form, you consent to being contacted and agree to our

Desired Job Title

Work Preference

WORK PREFERENCE

Job Search Status

Location Preference

Important To Me

Work Location

Work Type

Dedicated Quality Supervisor with a 2-year track record of providing outstanding quality standards that are followed in the development, delivery and execution of products and services. Experienced with leading cross-functional teams of up to 24 members. Implemented and developed improvement processes through collaboration with cross-functional teams. First-rate computer, analysis, and research skills. Specialties include achieving set targets, generating new strategies and maintaining accurate records. Equipped with ensuring all products meet or exceed customer quality expectations. Skilled at implementing quality metrics and leading improvement teams. Over 6 years of experience planning, directing and coordinating manpower to efficiently meet quality requirements for ePerformax Contacts Centers and BPO. Detail-oriented with 8 years of experience in successful program development. Known for promoting positive professional relationships and providing exemplary customer service. Skilled in time management and team coordination. Talented at investigating and adjusting processes by implementing quality assurance and control systems. Skilled at managing personnel and promptly addressing issues.

I am an innovative Paid Social Performance Manager with international experience in campaign management, strategy and reporting across paid social channels. Adept in monitoring and reporting marketing objectives, to maintain necessary internal communications within the company. An advocate for women's rights in the workplace and mentor to female graduates and juniors within the industry. Experienced in leading teams of marketing professionals to meet and exceed their personal and professional goals.

Enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level AML position. Ready to help team achieve company goals. Reliable business professional with experience in project management, process improvement and financial analysis. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Preston Powe

Summary

Overview

Work History

Performance Arts Center

Education

General

Skills

Timeline

Performance Arts Center

General

Similar Profiles

Dick Steven RegisDick Steven Regis

CHELSEA OSNERCHELSEA OSNER

Lashawna JamesLashawna James

Kevin LeivaKevin Leiva