Customer Care Analyst
We are looking for a highly motivated analyst to join our Customer Care team to manage the department's reporting, analyze volumes and behaviors to detect needs to make improvement proposals.
Welcome to this recruitment process with Vueling!
Applying is your first step to having the opportunity to join the first Top Employer airline in Europe. We hope the information you find here encourages you to apply so we can get to know you and stay connected.
Let's start by getting to know us better!
At 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
We are looking for a highly motivated analyst to join our Customer Care team to manage the department's reporting, analyze volumes and behaviors to detect needs to make improvement proposals, automate data collection, prepare executive presentations for the different teams in the department, including data analysis and exposing their content, as well as the preparation of departmental budgets and activity forecasts.
Main Accountabilities
- Data extraction, analysis, and preparation of value-added reports to facilitate the detection of needs for decision-making.
- Analysis of KPIs, trends, and data measurement of all areas of the department.
- Analysis of agent productivity and efficiency as well as Call Center actions, and measurement of Call Center profitability and optimization.
- Identify improvements as well as possible deviations to propose quantifiable solutions.
- Generate reports as well as cross-check with the different company reports to analyze and obtain a global picture for the analyzed data.
- Reporting information to internal teams, the Service Manager as well as other managers and directors of other areas.
- Budgeting and activity forecasting.
- Invoice management and Budget control.
Main Responsibilities - Tasks
- Elaboration and automation of reports.
- Analysis and detection of behavioral changes and needs.
- Improvement proposals.
- Generation of presentations and internal exposition at the area, management, and committee levels.
- Collaboration with the different teams of the area as well as other areas.
- Develop area budget and follow up on this budget.
- Forecast activity and follow up on this forecast.
- Perform other tasks, such as purchasing, aligned with the area budget.
Main Relationships
- External suppliers of products and services
- Company's Data Department
- Legal Department
- Finance Department
- Technology Department
Education
University degree or equivalent in the technical area of engineering, mathematics, statistics, or data science.
Experience
Minimum 3 years of experience in data analysis, preferably in customer services and call centers.
Competencies
- High analytical skills are essential.
- Expert in the use of the Office package, Power BI, Tableau as well as other analysis tools or elaboration of reports and dashboards.
- Expert in the elaboration of executive and high-impact presentations.
- Experience in the aeronautical industry is a plus.
- Ability to work in a demanding environment.
- Technical and strategic profile.
- Experience in complex data analysis and programming with Python, R, and SQL is desirable.
Languages
- English C1
- Spanish C1
- Other languages desirable
Other
Location
Viladecans HC - Barcelona
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.
🟡 #FlyToYourFullPotential
Every single person who works with us is unique. Join us is accepting the invite 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! Want to learn more? Click here.
🟡 Our Culture
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.
🟡 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.
- Department
- Customer
- Locations
- Viladecans - Barcelona
- Remote status
- Hybrid Remote
- Employment type
- Full-time
- Employment level
- Technicians
Viladecans - Barcelona
Fly to Your Full Potential
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Being part of IAG Group
At Vueling, we're not just any airline - we're part of the IAG group, which means you've got plenty of chances to grow and develop your career within the group. Join us at Vueling and be a part of this exciting journey.
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Our work environment
We know that a good working environment is vital to foster employee engagement, productivity and overall wellbeing. Our spaces reflect our energy and innovative spirit to provide a welcoming and pleasant working environment.
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Great Professionals. Great people.
Our team is not only made up of experts in their field, but also of people who inspire and uplift those around them. The perfect combination that makes a positive impact on our work
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Opportunities for training and development
We offer each person who joins our team the opportunity to grow, to develop, to learn. Because we believe in people, in their talent, we want to see them shine, being their best professional version.
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Our benefits
Flight benefits: Our team get ready to start flying by booking benefit flights as soon as joining us.
Variable compensation: To add to the fixed compensation, our team have variable compensation according to your role, company and individual performance.
Vueling Flex: We know life changes, so we are able to adjust our benefits each year to your personal and family situation – Health insurance, training, transportation and much more.
Vueling Discounts: We know there is also more to life than work. That's why we have access to our discount platform where we can find more than 400 offers in different categories such as travel, shopping, training, and many more!
Make it Healthy: Our programme focuses on our team and our well-being! It includes: Gym, Nutrition, Physiotherapy, Acupuncture, Psychology support, Medical service, etc.
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Diversity & Inclusion
With a team of more than 60 nationalities and more than 51% of the positions occupied by women, there is no doubt that we have the perfect scenario for growth and innovation.
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Commitment with sustainability
At our core, we are a sustainable-oriented company, dedicated to reducing our environmental impact. Through the use of Sustainable Aviation Fuels (SAF) and the efficiency of our fleet, we actively contribute to achieving our Net Zero 2050 goal.
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 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.
Customer Care Analyst
We are looking for a highly motivated analyst to join our Customer Care team to manage the department's reporting, analyze volumes and behaviors to detect needs to make improvement proposals.
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