Associate Analyst - Contact Center Reporting & Administration

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Description 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

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.

• Generates and publishes daily, weekly and monthly reports and dashboards • Maintains historical data to facilitate quick turn ad hoc trend analysis • Analyzes trends and provides insights into unusual activity • Performs agent administrative tasks and maintains employee profiles in various systems • Builds data models and looks for opportunities to continuously improve and automate • Reporting: Publishes daily, weekly and monthly reports • Analysis: Brings out trends in data and provides insights • Data management: Builds models to maintain historical data • Administrative: Maintains accurate agent profiles and maintains accurate and timely schedule updates 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):