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

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

Location Chicago, Illinois, United StatesCategory CorporateJob IdWHQ00026492Reservations - Management & AdministrativeJob TypeFull-TimePosted Date 10/07/2026

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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.

Come join us to create what’s next. Let’s define tomorrow, together.

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

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

Qualifications

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):

The base pay range for this role is $81,795.00 to $106,602.00.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

• Bachelor's degree or 4 years relevant experience, strong analytical, problem-solving, and communication skills
• Experience in project management and presenting data visually using MS PowerPoint
• Knowledge of call center operations, MS Office tools, and legal authorization to work in the U.S. without sponsorship