United Airlines Supervisor - Reservations Sales in Chicago, Illinois

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Customer Contact Center

The Customer Contact Center is the go-to contact for customers who have questions about their travel, their MileagePlus accounts and more. This department also helps customers book and manage reservations.

Job overview and responsibilities

Lead and manage the performance of front line employees handling reservations, Mileage Plus inquiries, baggage services, or Customer Relations to achieve key call center performance objectives.

  • Lead and manage front-line agents to achieve performance objectives through call monitoring, coaching, training, recognition, and appropriate performance improvement measures including disciplinary actions

  • Develop and implement plan and strategies that support the corporate and divisional goals

  • Administer company and division policies, and performs administrative/operational duties as required by job functions


  • High School Diploma, GED or education equivalent

  • Experience in leading a team

  • Excellent written, verbal and interpersonal skills

  • Demonstrated organizational and decision making skills

  • 1-3 years of Call Center experience

  • Must be flexible and willing to work any shift in a 24 hour/7 day a week operation including nights, weekends and holidays

  • Work location - Brick and Mortar Chicago Contact Center

  • 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


  • Bachelor's Degree or equivalent work experience

  • PC literate; experience with MS Word and Excel

  • Union relations experience

  • 1 year Contact Center leadership experience

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

Division: 56 Contact Centers

Function: Reservations - Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled