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

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