Coordinador de operaciones en contact center at Cabify

Cabify is seeking an Operations Coordinator to join their contact center team in Bogotá, Colombia. Cabify aims to improve urban living by enhancing mobility, connecting passengers and drivers seamlessly. Founded in 2011, Cabify has grown into a leading Spanish 'unicorn' with operations in numerous cities across Spain and Latin America. They foster a start-up culture, valuing innovation and ethical practices.

The Operations Coordinator will focus on coordinating a team of agents to meet contact center objectives. This role involves ensuring operational compliance with company models, managing agent connectivity according to schedules, and controlling key performance indicators such as absenteeism, adherence, TMO, productivity, and availability. The coordinator will also ensure adherence to service level agreements (SLAs) across various channels, maintain updated control tools, provide real-time support during shifts, and manage traffic and incidents effectively.

Responsibilities include:

• Ensuring operational compliance with the company's model.
• Controlling indicators of Absenteeism, Adherence, TMO, Productivity and Avail.
• Ensuring compliance with established processes, quality, and efficiency.
• Administering contact traffic and incidents in real time.

Requirements:

• Technologist, professional, or student in administrative or related careers.
• 2 years of experience leading Contact Center operations.
• Experience in business KPIs control.
• Internal / external client management.

Cabify offers:

• Fun team events.
• Personal development programs.
• Free trips from the Cabify app.
• Monthly bonuses.