Manager Customer Care

hace 5 meses

Viladecans, España Vueling A tiempo completo

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**

The Manager Customer Care

Working and collaborating with the different departments involved in the transformation such as IT, Digital, Customer Care, Strategy etc. The main objective is the technological transformation of the customer service area, establishing new contact channels and introducing AI, playing a crucial role in the digital transformation.

**Main Accountabilities**
- Process mapping and improvement.
- Continuous improvement through the introduction of new technologies as well as AI.
- Incident management and emergency response (system outages, etc.).
- User management and maintenance.
- Tracking and analysis of the performance of new tools.
- Team leadership and development of the staff under your charge.
- Maintain effective communication between the different areas.

**Main Responsibilities - Tasks**
- Identify and manage operational and potential problems and risks, taking corrective actions by managing day-to-day issues.
- Coordinate and lead internal and external audits.
- Maintain and improve KPIs.
- Execute the systems incident response plan.
- Prioritization of tasks, handling multiple projects simultaneously, organization and planning.

**Main Relationships**
- Members of the Management Committee.
- Area Directors.
- Transversal areas: Customer, Legal Department, Communications, Commercial, Network, IT, etc.
- Suppliers

**Education**
- Engineering degree (robotics, telecommunications, industrial processes, etc.)
- Post-graduate studies in Artificial Intelligence or PMP

**Experience**
- Minimum required experience of at least 5 years in areas of transformation and digitalization.
- Team management experience required.
- Negotiation.

**Competencies**
- CRM's ( Salesforce, Sugar, Siebel, Oracle).
- Telephony systems (Avaya, Genesis).
- Current technology (Robotics, AI).
- management systems (PowerBI or Tableau).
- Ticketing systems (Zendesk or Jira).
- Call Center Metrics.
- High leadership and team management skills.
- Analytical skills.
- Ability to work in a fast-paced and demanding environment.
- Agile decision making.
- Negotiation skills.

**Languages**

Spanish and English C1

**Other**

**Location**

Barcelona - Viladecans (HC)

**Level**

**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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