Do you want to change the world?
That's what we do at Cabify. Our goal is to make cities better places to live by improving the mobility of the people who live in them, connecting passengers and drivers with just the push of a button. One day cities may be places where no one needs a private car, but we still have a long way to go… will you join us?
Founded in 2011, we have become Spain's first 'unicorn'. Our headquarters is in Madrid, but we are currently in 38 cities across Spain and Latin America. And every month more people join our international team full of passionate, brilliant, and talented people eager to challenge the "status quo".
But no matter how fast we grow or how big we become, we want to maintain our 'start-up' spirit. We are a confident, energetic, professional, and charismatic team, and we are proud of doing things right. We like to think of ourselves as an ethical and innovative technology company that has created a business where everyone is treated fairly and respectfully, from our engineers to the drivers who use our platform. Additionally, we always fully comply with government regulations and respect local laws.
We have come a long way so far, but in reality our journey has only just begun. If we are going to turn our mission into reality, we need talented and ambitious people like you to join our team!
About the position
As a Contact Center Supervisor, you will have a key role in managing and controlling the operation, leading teams of agents/advisors and ensuring compliance with operational objectives and service quality standards.
Your mission will be to guarantee an efficient operation aligned with company standards, through the monitoring of indicators, real-time decision-making, and the implementation of continuous improvement actions.
How will you help us fulfill our mission?
- Leading the shift operation, ensuring compliance with SLAs, operational KPIs, and the correct functioning of the service model.
- Managing the operation in real-time, administering contact traffic, monitoring indicators, and executing timely corrective actions.
- Ensuring team adherence, productivity, and performance, aligned with the defined schedule and objectives.
- Providing continuous support to the team and resolving operational or technical incidents during service execution.
- Monitoring team performance, providing feedback, and developing continuous improvement plans.
- Activating contingency plans and managing critical situations to ensure service continuity.
- Analyzing operational information and identifying optimization opportunities in processes and results.
- Ensuring compliance with policies, organizational guidelines, and applicable regulations.
What we are looking for
- Academic background: Technologist, professional, or student in administrative or related fields.
- Experience: Minimum 2 years of proven experience leading contact center operations, with experience in customer service, business KPI management, and handling internal and external clients.
What do we offer?
At Cabify we want you to enjoy your work as much as we do. You will find a positive environment, growth opportunities, and the possibility of making a real impact.
In addition, we offer you:
- Contract type: Permanent.
- Schedule: Rotating shifts.
- Fun events with the whole team.
- Employee discounts.
- Personal development programs.
- All the equipment you need (you just have to bring your talent).
- And last, but not least... free coffee!
Cabify is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of their origin, gender, religion, orientation, age, or ability. Join us!