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Customer Service Operations Coordinator
hace 2 meses
Vueling Airlines is seeking a highly skilled Customer Care Coordinator to oversee key performance indicators and ensure smooth operations in our Call Center. As a key member of our team, you will be responsible for monitoring KPIs, managing internal communications, and analyzing processes to enhance efficiency.
Key Responsibilities- Monitor and analyze KPIs such as AL, SL, AHT, and NDA to identify areas for improvement
- Manage the relationship with our provider, establishing action plans to address deviations
- Handle operational information, supporting customer management, communication, and advising coordinators
- Implement operational improvements and analyze activities to inform business decisions
- Manage mailboxes and complaints from the management committee and official organizations
- Minimum 3 years of experience in Contact Centers, with experience in coordination and/or supervisory positions
- Experience with telephony tools such as MaVoz, Avaya, Cisco, and AWS
- Experience with contact management/CRM tools and analyzing operational data and profitability
- Experience in the aviation sector and related tools is a plus
Vueling Airlines is a dynamic and innovative company that values its employees. As a Customer Care Coordinator, you will have the opportunity to work with a talented team, develop your skills, and contribute to the success of our Call Center.
