- 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.
- 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.
- Members of the Management Committee.
- Area Directors.
- Transversal areas: Customer, Legal Department, Communications, Commercial, Network, IT, etc.
- Engineering degree (robotics, telecommunications, industrial processes, etc.)
- Post-graduate studies in Artificial Intelligence or PMP
- Minimum required experience of at least 5 years in areas of transformation and digitalization.
- Negotiation.
- CRM's (Salesforce, Sugar, Siebel, Oracle).
- Telephony systems (Avaya, Genesis).
- Management systems (PowerBI or Tableau).
- Call Center Metrics.
- High leadership and team management skills.
- Analytical skills.
- Ability to work in a fast-paced and demanding environment.
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Manager Customer Care - Barcelona, España - Vueling Airlines SA
![Default job background](https://contents.bebee.com/public/img/bg-user-ex-1.jpg)
Descripción
Manager Customer Care - Solutions Delivery
Welcome to the recruitment process with Vueling. Applying is your first step to join the first Top Employer airline in Europe. We hope this information encourages you to apply so we can get to know you and stay connected.
At Vueling, we love things to happen. We always strive 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 individuals 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 achieve an efficient and technological operation. Working and collaborating with various departments involved in the transformation such as IT, Digital, Customer Care, Strategy, etc. The primary goal is the technological transformation of the customer service area, establishing new contact channels and introducing AI, playing a crucial role in digital transformation.
Main Accountabilities
Main Responsibilities - Tasks
Main Relationships
Education
Experience
Languages
Spanish and English C1
Other
Location
Barcelona - Viladecans (HC)
Vueling is the first Top Employer airline in Europe
Vueling 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.
Every person who works with us is unique. Joining us means accepting the invitation 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.
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.
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.
We're dedicated to your growth. Our lifelong learning approach integrates skill acquisition through engaging projects and talented peers. Our comprehensive training resources, from online courses to workshops, ensure your success.
We've got a staff travel program that hooks you up with cheaper flights, only paying taxes, through Vueling and more than 90 other airlines. We ensure exceptional service with dedicated signature rooms designed for flight preparation, offering both comfort and functionality. Our sustainable HQ workspace and employee cafeteria further enhance your experience.
Our 'Make it healthy' program ensures physical and mental support. Our wellness center, expert physiotherapists, and nutritionists are committed to your health goals. Plus, it's budget-friendly, letting you prioritize well-being.
At Vueling, we invite you to fly to your full potential through self-development and pursuing your professional passion. We invite you to celebrate your unique strengths, work as a team to overcome challenges, and achieve your goals for the greater good.
We practice our values every day, creating the best working environment and are ready to support you with what you need to shine and make us shine with you.
About Vueling
We're one of the top ten companies in Catalonia, and we're part of IAG, one of the world's leading aviation groups. 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.
We fly direct to over 140 destinations in 30 countries in Europe, North Africa, and the Middle East. As part of IAG, we've led the way in setting a target of zero net emissions by 2050. Our purpose is about more than just providing a transport service; it's about connecting to new adventures, reunions, firsts. It's about who we are.
Founded in 2004
Co-workers 4500