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Manager Customer Care - Barcelona, España - Vueling Airlines Sa
Descripción
Manager Customer Care - Solutions DeliveryWe are looking for our next Customer Care Manager - Solutions Delivery, who will be responsible for transforming the Customer Care area by applying new technologies to improve efficiency and processesWelcome to this recruitment process with VuelingApplying is your first step to having the opportunity to join the first Top Employer airline in Europe.
We hope the information you find hereencourages you to apply so we can get to know you and stay connected.
Let's start by getting to know us betterAt 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.
Education Engineering degree (robotics, telecommunications, industrial processes, etc.)Post-graduate studies in Artificial Intelligence or PMPExperience 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.
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.
Our employee value proposition andbenefits include staff travel, discounts, a flexible working model, and more Want to learn more?Click here .
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 .
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, create the best working environment and are ready to support you with what you need to shine and make us shine with you.
About VuelingWe'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 purposeis 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
Manager Customer Care - Solutions DeliveryWe are looking for our next Customer Care Manager - Solutions Delivery, who will be responsible for transforming the Customer Care area by applying new technologies to improve efficiency and processesLoading application form
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