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Contact Centers
Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.
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Job overview and responsibilities
This role manages the forecasting, staffing, and scheduling functions for all contact centers world-wide for Phones, Chat and Backoffice contacts. The Manager directly oversees the activities of all Contact Center WFM staff at India Knowledge Center. The department that this position oversees is responsible for all aspects of staffing including forecasting call volume, handle time, shrinkage, and other metrics, determining requirements for all functions, scheduling shifts to meet the requirements, effectively allotting and awarding accrued time off, and analyzing operational performance to measure effectiveness. The department works closely with the staff planning team in Chicago, field management as well as with the Real Time Operations Manager to ensure that all centers operate at the maximum efficiency level. This role also oversees the WFM functions performed at the outsourced center in Delhi.
- Monitor and analyze forecast accuracy to ensure that Sr. Analysts and remaining staff Staff Planners are managing the workforce effectively
- Complete long range staffing models and make recommendations for staffing additions by skill, overtime requirements, and staffing reductions
- Provide reporting and dashboards
- Look for continuous improvement opportunities to streamline work and bring in efficiencies
- Perform ad hoc analysis include cost-benefit models and budget forecasts
- Serves as the backup for Senior Manager
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.