💜 WE AT CABIFY ARE LOOKING FOR A CCO COORDINATOR / OPERATIONS COORDINATOR! 💜
📍 Location: Lima, Peru
🏢 Work Mode: Hybrid
💼 Contract Type: Permanent
Want to change the world and make cities better places to live? 🏙️✨ At Cabify we are looking for our next CCO Coordinator (Contact Center Operations) to lead the operations desk and ensure the highest quality of service for our users and drivers in Peru.
🎯 Your Mission
You will be the key player in managing and controlling operations in real time. Your goal will be to ensure efficient operations aligned with company standards through continuous monitoring of indicators (SLA/KPI), decision-making in critical moments, and the development of your team.
🛠️ Your Main Challenges
🔹 Traffic Management and Real-Time Operations: Monitor contact volume, manage the live flow, and carry out timely corrective actions.
🔹 Metrics and SLA Control: Lead compliance with business and quality indicators (SLA, Response Rate, FCR, CSAT/NPS, Adherence and Productivity).
🔹 Team Leadership and Development: Ensure schedule adherence, provide ongoing feedback, calibrate service quality, and motivate analysts and agents.
🔹 Contingency Plans: Activate immediate action protocols in the event of incidents or unexpected peaks to ensure service continuity.
🔹 Complex Case Management: Provide ongoing second-level support in resolving sensitive operational or technical incidents.
🔹 Continuous Improvement: Analyze operational data to identify process optimization opportunities and reduce the recurrence of root-cause problems.
👤 Who We Are Looking For
✅ Education: High school graduate, degree holder, or professional in Business Administration, Industrial Engineering, Business, or related fields.
✅ Experience: • Minimum 2 to 3 years leading Contact Center / BPO / CCO operations, with direct management of internal and external customers. • Verifiable experience in managing business KPIs and controlling operational traffic.
✅ Technical Skills: • Advanced command of service metrics (SLA, FCR, CSAT, Adherence, Occupancy). • Experience with ticketing/CRM platforms (Zendesk, Freshdesk, Salesforce, Jira or similar) and analytical tools (Advanced Excel, Power BI / Tableau).
✅ Attitude: Composure under pressure, data-driven orientation, excellent communication skills, and a continuous improvement mindset.
🎁 What We Offer
✔ Permanent contract on payroll from day one. ✔ Competitive compensation (Fixed Salary + Variable based on meeting metrics). ✔ Hybrid work model with a great work environment (start-up spirit 🚀). ✔ Corporate discounts and benefits in the Cabify app. ✔ Complete equipment for your work. ✔ Professional and personal development programs. ✔ And free coffee in the office! ☕
📩 How to Apply
If you have the passion to transform mobility and meet the profile, apply directly through this link or send your updated CV to our Talent Acquisition team with the subject "CCO Coordinator - Lima".
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