Coordinador/a de operaciones (Contact Center)

Do you want to change the world? That's what we do at Cabify. Our goal is to make cities better places to live by improving people's mobility, connecting passengers and drivers with just a button.

Requirements

• Ensure compliance with the operational model and business KPIs (SLA, adherence, productivity, absenteeism, TMO, quality).
• Manage contact traffic in real-time and ensure operational continuity in the channels in charge.
• Supervise and accompany the team to ensure compliance with processes, quality, and operational efficiency.
• Conduct ongoing monitoring and feedback to agents, generating action plans aimed at improving performance.
• Make tactical decisions and activate contingency plans in response to operational or technological incidents.
• Analyze reports and indicators to execute timely corrective actions and propose continuous improvement initiatives.
• Manage internal communication and provide timely responses to requests through official channels.
• Participate and lead follow-up meetings with teams and involved areas.
• Implement and monitor work plans and strategies aimed at achieving area objectives.

Benefits

• Schedules: Rotating shifts in a hybrid model (3x3).
• Type of contract: Indefinite term
• Variable compensation for compliance with indicators.
• Fun events with the entire team.
• Employee discounts.
• Personal development programs.
• All the equipment you need (you just have to bring your talent).
• Free coffee!