Manager Customer Care
hace 2 días
Welcome to this recruitment process with Vueling
Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.
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- Solutions Delivery is responsible for transforming the Customer Service area by applying new technologies to obtain an efficient and technological operation.
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 is required.
- Experience in project management and implementation of AWS Cloud, Cognigy, Salesforce Service Cloud, NLP, Conversational AI, Dialog Flows, LLM technologies is a must.
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 EuropeVueling 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
Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and ignite your passion for this extraordinary experience Please take a closer look at how our process works.
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