Sr. Analyst - Performance Management - Hybrid (Chicago/Houston)

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.

Job overview and responsibilities

Leads end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact. This role translates identified opportunities into actionable project plans and drives execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners. It integrates analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows. The role ensures initiatives are delivered on time, grounded in data, and adopted effectively by the operation.

• Improve agent performance through initiatives that drive SOP compliance, decreases in quality defects, and improvement in resolution rates.
• Manage strategic initiatives that make agents and processes better and more efficient, including timelines, action items, documentation, and meeting coordination
• Develop and lead pilot/test programs by preparing materials, collecting feedback, tracking data, and developing go / no-go recommendations and plans.
• Keep everyone informed with clear updates, presentations, and tracking of tasks to ensure projects stay on track
• Be the voice of the customer by identifying pain points and recommending ways to improve the customer experience

What’s needed to succeed (Minimum Qualifications):

 

• Bachelor's degree or 4 years of relevant work experience
• Strong analytical and problem solving skills
• Strong written and verbal communication skill
• Experience presenting analytical data in a visual, easy-to-digest format using MS PowerPoint
• Experience in project management
• Solid understanding and working knowledge of MS Office tools (especially Excel, Powerpoint, Word). 
• Contact Center Performance Management
• Strong analytical and problem solving skills
• Strong communication skills
• Knowledge of MS Office tools (Excel, Word, Power Point)
• Knowledge of call center operations
• 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 an essential function of the position

 

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

 

 

Equal Opportunity Employer
https://www.umsystem.edu/ums/hr/eeo.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex, pregnancy, sexual orientation, gender identity, gender expression, age, disability, or protected veteran status, or any other status protected by applicable state or federal law.