Manager - Contact Center Resource Planning

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 Find your future at United We re reinventing what our industry looks like and what an airline can be - from the planes we fly to the people who fly them When you join us you re joining a global team of 100 000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward Achieving our ambitions starts with supporting yours Evolve your career and find your next opportunity Get the care you need with industry-leading health plans and best-in-class programs to support your emotional physical and financial wellness Expand your horizons with travel across the world s biggest route network Connect outside your team through employee-led Business Resource Groups Create what s next with us Let s define tomorrow together 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 Qualifications What s needed to succeed Minimum Qualifications Bachelor s degree or related experience Minimum of 6 years leadership experience in the contact center workforce management or quantitative analytical areas Excellent verbal and written communication skills Strong analytical critical thinking and problem-solving skills Ability to interface with a broad range of internal personnel and external business partners Effectively and professionally interact with leadership teams Ability to prioritize and manage multiple commitments Motivational leadership team-building and coaching skills Proficient in Microsoft Office Advanced Excel skills Some travel - 5-10 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 What will help you propel from the pack Preferred Qualifications Experience with Contact Center technologies including but not limited to Cisco Aspect Alvaria Kana Foundry eGain Spotfire and LivePerson