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Description

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Key Responsibilities:

This role handles contact center employees scheduling activities. This includes reviewing the demand pattern and determining appropriate shifts to cover the demand pattern. In addition, Scheduling Analyst schedules various activities including vacation, training, meetings, and other employee activities across multiple functions.

• Continuously evaluates the effectiveness of the shift bid (schedules) and makes the vital adjustments to meet then changing demand or supply
• Partners closely with the Resource Planning team to determine changes to the scheduling activities
• This role also works closely with the Real Time Operations and Frontline
• Support teams to ensure that all centers operate at the maximum efficiency level
• Learns and understands Union contract rules related to employee schedules and becomes subject matter expert in implementing schedule activities within the contractual rules
• Creates employee schedules, conducts shift bids by function for final schedules for all Contact Centers
• Analyzes efficiency of shift schedules against the call arrival patterns and recommends changes for ad hoc shift adjustments
• Reviews weekly staffing Surplus/Short by interval, by function and recommends overtime need, and staff reductions to optimize labor to meet the service levels
• Schedules various employee activities in appropriate systems including Time Off, Training, Meetings
• Creates and publishes appropriate reports and dashboards on an established frequency

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelors degree or 4 Years of equivalent experience
• 2 years of workforce planning and scheduling
• Strong analytical skills
• Excel – Advanced level required
• Microsoft Suite Software experience (PPT, Word, Teams)
• Have strong organizational skills and able to prioritize multiple projects
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• Reliable, punctual attendance is a crucial function of the position

What will help you propel from the pack (Preferred Qualifications):

• Workforce Planning experience in a 24/7 inbound call center environment
• Knowledge of Contact Center scheduling software (Aspect, IEX or other systems) highly desirable
• 2 years contact center scheduling experience
• Collaboration skills across multiple teams
• Experience working in a union environment

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation.