Customer Care Analyst
hace 2 meses
Welcome to this recruitment process with Vueling
Let's start by getting to know us better
**At Vueling, we love things to happen. **We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good.
Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills.
**We are one of Europe's leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.**
**Job Purpose**
We are looking for a highly motivated analyst to join our Customer Care team to manage the department's reporting, analyze volumes and behaviors to detect needs to make improvement proposals, automate data collection, prepare executive presentations for the different teams in the department, including data analysis and exposing their content, as well as the preparation of departmental budgets and activity forecasts.
**Main Accountabilities**
- Data extraction, analysis, and preparation of value-added reports to facilitate the detection of needs for decision-making.
- Analysis of KPIs, trends, and data measurement of all areas of the department.
- Analysis of agent productivity and efficiency as well as Call Center actions, and measurement of Call Center profitability and optimization.
- Identify improvements as well as possible deviations to propose quantifiable solutions.
- Generate reports as well as cross-check with the different company reports to analyze and obtain a global picture for the analyzed data.
- Reporting information to internal teams, the Service Manager as well as other managers and directors of other areas.
- Budgeting and activity forecasting.
- Invoice management and Budget control.
**Main Responsibilities - Tasks**
- Elaboration and automation of reports.
- Analysis and detection of behavioral changes and needs.
- Improvement proposals.
- Generation of presentations and internal exposition at the area, management, and committee levels.
- Collaboration with the different teams of the area as well as other areas.
- Develop area budget and follow up on this budget.
- Forecast activity and follow up on this forecast.
- Perform other tasks, such as purchasing, aligned with the area budget.
**Main Relationships**
- External suppliers of products and services
- Company's Data Department
- Legal Department
- Finance Department
- Technology Department
**Education**
University degree or equivalent in the technical area of engineering, mathematics, statistics, or data science.
**Experience**
Minimum 3 years of experience in data analysis, preferably in customer services and call centers.
**Competencies**
- High analytical skills are essential.
- Expert in the use of the Office package, Power BI, Tableau as well as other analysis tools or elaboration of reports and dashboards.
- Expert in the elaboration of executive and high-impact presentations.
- Experience in the aeronautical industry is a plus.
- Ability to work in a demanding environment.
- Technical and strategic profile.
- Experience in complex data analysis and programming with Python, R, and SQL is desirable.
**Languages**
- English C1
- Spanish C1
- Other languages desirable
**Other**
**Location**
**Viladecans HC - Barcelona
**Vueling is the first Top Employer airline in Europe**:
**Vueling **is the first European airline and the first low-cost airline in the world to obtain this certification, based on Vueling's results in the Top Employers Institute's HR Best Practices Survey, and covers six areas of human resources across 20 different topics.
**#FlyToYourFullPotential**
Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more Want to learn more? Click here.
**Our Culture**
We thrive on **teamwork** and **collaboration**. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other.
Our **positive working atmosphere** is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do**:Connecting People and Places** Learn more about our Mission, Vision, & Values.
**Our Recruitment Process
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