Ensure the correct performance by the team of Outsourcing Managers in the monitoring of the KPIs of the area, applying the necessary corrective measures to achieve the objective.
At Vueling, we love things to happen. We always try to go one step further and do it better. More than a job – it's a way of life.
That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.
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.
The main purpose of the Outsourcing Coordinator position is to ensure the correct performance by the team of Outsourcing Managers in the monitoring of the KPIs of the area, such as AL, SL and AHT, applying the necessary corrective measures to achieve the objectives, as well as analysis of Front Office and BackOffice data not only of KPIs but also of volumes as well as contact types of both individual customers, professionals and organizations, to detect anomalies and changes in the behavior of our customers and thus make business decisions. This requires total proactivity and autonomy as well as speed in the transfer of the information of the detected casuistry, making proposals for improvement.
The candidate will also have to make a personalized follow-up of the team, establishing individual plans that allow their professional development as well as facilitating the feeling of belonging to the team, area and company. For this it will be necessary to have experience in team management.
Planning, organization and coordination of the Outsourcing team.
Daily and periodical reports of the team's activity
Control, follow-up and collaboration with suppliers
Coordination of claims resolution
Collaboration with other teams in the area
Continuous feedback to the team as well as to managers
Analysis of contactability, with special attention to the reasons for contact, to provide ideas for improvement in terms of automation and encourage self management.
Main Responsibilities - Tasks
Coordination of the Outsourcing Management team.
Follow-up of the team's own activity as well as other additional tasks.
Control and management of periodic action.
Dashboards of the team's activity to give visibility of daily and periodic actions as well as to present action plans if required.
Monitor, online and off line, supplier's main KPIS: NDA, NDS, AHT.
Manage the relationship with the supplier with frequent on-site visits, establishing the necessary action plans in case of KPIS deviations.
Operational information processing: Support in end-customer management, communication and advice to coordinators.
Implement improvements to reduce call duration.
Apply operational improvements and activity analysis to make business decisions.
Manage mailboxes and complaints from the steering committee and official bodies.
Resolve supplier queries.
Support training and quality (operational changes, new procedures or new tools in application and monitoring of eavesdropping).
Proactively contribute improvement ideas that benefit both the team and the area.
The main communication will be with your department as well as with external suppliers. It will be necessary for the correct performance of their functions, to establish communication among others, with: - External suppliers at management level. - Internal departments of the area - Commercial departments - Legal Department - Financial Department, etc.
Minimum 2 years in similar positions in a call center
3 years in technological management tools (MasVoz, Navitaire, Aims, Sales-force).
Prioritization of multiple tasks and handling of multiple projects simultaneously
High analytical skills
Ability to work in a fast-paced and demanding environment
Agile in decision making
Ability to work under pressure
Leadership and team management
Organization and planning
- English: C1 - Spanish: C1 - Other languages such as Catalan, Italian or French would be an asset.
- Availability to work on call. - Availability to travel and move between different call centers.
Individual Contributor 5
Our benefits 💛
Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more! Want to learn more? click here
We have won the award for the “Best Low-Cost Airline in Europe 2021” at the Skytrax World Airline Awards, the world’s largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience!