Coordinador De Contact Center SAC (Servicio al cliente)

Job Description

Cabify is seeking a Coordinator to join their Contact Center SAC team in Bogotá, Colombia. Cabify's mission is to make cities better places to live by improving mobility, connecting passengers and drivers through their application. Founded in 2011, Cabify has grown into a global company with a presence in numerous cities across Spain and Latin America.

The Coordinator will be responsible for coordinating the special services team, ensuring adherence to operational models and call center objectives.

Role Involves:

• Ensuring operational compliance with the company's model.
• Monitoring agent connectivity according to schedules and controlling absenteeism, adherence, TMO, productivity, and team availability.
• Ensuring SLA compliance and proper use of the company's defined model.
• Ensuring team compliance with established processes, quality, and efficiency standards.
• Managing contact traffic and real-time incidents.
• Supporting the operation with real-time issue resolution.
• Analyzing reports for operational control and implementing immediate corrective actions.
• Providing continuous feedback to improve individual performance.

Requirements:

• Technologist, professional, or student in administrative or related careers.
• 2 years of proven experience leading Contact Center operations and customer service operations.
• Experience in business KPI control and internal/external client management.

Cabify offers:

• Fun team events.
• Personal development programs.
• Free rides with the Cabify app.
• Monthly bonuses.
• All necessary equipment.
• Free coffee.