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United Airlines Analyst - Contact Center Real-time Operations in Gurgaon, India

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Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more

Job overview and responsibilities

This position is responsible for the real-time and intraday Work Force Management (WFM) activities across multiple work functions and contact channels including Phone, Chat/Messaging and email. This analyst will evaluate historical and recent performance and statistics to identify trends and determine appropriate actions to manage staffing to meet service level standars. Takes proactive measures to manage staffing levels to achieve key performance metrics including average speed of answer, abandonment rate, occupancy etc. Real-time decision making and effective communciation with on-site leadership and WFM teams to execute on staffing actions will be crucial to the success of this role. This role will serve as liaison between IT (both internal and external) and on-site business stakeholders in managing through operational impacting events such as tool or system outages/issues

  • Manages current day and real-time service levels for designated functions primarily for Chat/Messaging operations both onshore and at Partner locations

  • Analyzes volume and workload trends to determine real-time staffign needs and communication to stakeholders

  • Takes current day staffing actions including overtime, time off, meetings and training

  • Analyzes, creates and publishes appropriate reports and dashboards on an established frequency

  • Communicates with frontline work force management teams including partner sites and provides guidance for real-time operational management

  • Works with Help Desk and internal IT partners to open technical issue tickets and triage as needed

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.


  • 2+ years of contact center real-time management or workforce management experience

  • Knowledge of contact center Work Force Management

  • Strong analytical skills are essential

  • Real-Time decision making skills

  • Must have strong organizational skills with proven ability to multi task

  • Collaboration skills are essential

  • Good MS Excel skills

  • Must be legally authorized to work in India for any employer without sponsorship

  • Must be fluent in English (written and spoken)

  • Successful completion of interview required to meet job qualification

  • Reliable, punctual attendance is an essential function of the position


  • Experience working in a 24x7 inbound call center workforce planning

  • Experience working with LivePerson Chat/Messaging platform

  • Preferred CISSP, CISA or CISM

  • Knowledge of Chat/Messaging operations highly desirable

  • Knowledge of Contac tCenter scheduling software (Aspect, IEX or other systems)

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

Division: 56 Contact Centers

Function: Reservations - Management & Administrative

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled