Manager – Contact Center Resource Planning
United Airlines
APAC/Oceania, India, Gurgaon
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Salary
Rank
Senior Manager
Responsibility
Process Roles
Scope
Regional
Workplace
100% in office
Functions
Customer Service
IT
Reports to
Senior Manager
Level
N-3
Travel Max:
10%
Posting Date
06-22-2025
Description
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.
Key Responsibilities
- 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
Qualification & Requirements
- 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
Benefits
- Enjoy unlimited standby travel and discounted rates on airline tickets to anywhere United flies
- Paid time off and sick time to keep your life balanced
- 401(k) with a company match for your future
- Competitive medical insurance plans including vision, dental and long-term disability to keep you and your family healthy
- Professional development seminars to keep your career moving forward
- Volunteer opportunities to give back to the community
- Business Resource Groups to build networks and celebrate diversity and inclusion
- Social clubs because we’re more than just coworkers – we’re a family
Company Profile
United Airlines
Industry
Airlines and Aviation
Revenue
$44.96B
Employees
92,795
Fortune 500 Rank
#96
Global 500 Rank
#326
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