Associate Analyst - Contact Center Reporting & Administration

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.<br><br>Come join us to create what’s next. Let’s define tomorrow, together.<br><br><h2>Description</h2><p><span style="font-family:Arial, Helvetica, sans-serif;">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.</span></p><p><span style="font-family:Arial, Helvetica, sans-serif;"><strong>Job Overview and Responsibilities</strong></span></p><p><br><span style="font-family:Arial, Helvetica, sans-serif;">This position is responsible for generating and publishing daily, weekly and monthly reports. This includes operational reports from various data sources and for different lines of businesses and contact channels. This position also looks at trends and brings out the relevant information from the data trends.  Looks for unusual trends and highlights it to the stakeholders in a timely manner.  Makes recommendations to streamline the reports and looks for opportunities to automate them. Position also performs agent administrative tasks including profile management and updating agent schedule information in Aspect Work Force Management system.</span><br><span style="font-family:Arial, Helvetica, sans-serif;"> </span></p><ul><li><span style="font-family:Arial, Helvetica, sans-serif;">Generates and publishes daily, weekly and monthly reports and dashboards</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Maintains historical data to facilitate quick turn ad hoc trend analysis </span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Analyzes trends and provides insights into unusual activity</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Performs agent administrative tasks and maintains employee profiles in various systems</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Builds data models and looks for opportunities to continuously improve and automate</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Reporting: Publishes daily, weekly and monthly reports</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Analysis: Brings out trends in data and provides insights</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Data management: Builds models to maintain historical data</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Administrative: Maintains accurate agent profiles and maintains accurate and timely schedule updates</span></li></ul><p><span style="font-family:Arial, Helvetica, sans-serif;"><strong style="-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(255, 0, 0);font-family:Arial, Helvetica, sans-serif;font-size:12px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;">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.</strong></span></p><h2>Qualifications</h2><p><span style="font-family:Arial;"><strong>What’s needed to succeed (Minimum Qualifications):</strong></span></p><ul><li><span style="font-family:Arial;">B</span><span style="font-family:Arial, Helvetica, sans-serif;">achelors degree or equivalent work experience</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">2+ years of experience working with data and reporting</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Analytical skills are essential</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Excel – Advanced level required</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">PowerPoint – Above average </span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Must have strong organizational skills, with proven ability to multi-task</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Collaboration skills are essential: Team player</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Must be legally authorized to work in India any employer without sponsorship</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Must be fluent in English and Hindi (written and spoken)</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Successful completion of interview required to meet job qualification</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Reliable, punctual attendance is an essential function of the position</span></li></ul><p><span style="font-family:Arial, Helvetica, sans-serif;"><strong>What will help you propel from the pack (Preferred Qualifications):</strong></span></p><ul><li><span style="font-family:Arial, Helvetica, sans-serif;">Prior analytical work experience</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Prior contact center work force management experience preferred</span></li><li><span style="font-family:Arial, Helvetica, sans-serif;">Knowledge of Spotfire or Tableau helpful</span></li><li><p><span style="font-family:Arial, Helvetica, sans-serif;">Continuous improvement (Six Sigma or similar methodologies) skills desirable</span></p><p> </p></li></ul>