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Cabify is seeking a Contact Center Operations (CCO) Coordinator to lead real-time operational management and ensure maximum service quality for users and drivers in Peru.
You will be the key piece in managing and controlling live operations. Your objective is to guarantee efficient operations aligned with company standards through continuous monitoring of SLA/KPI indicators, critical decision-making, and team development.
Key Responsibilities:
• Monitor contact volume, manage live traffic flow, and execute timely corrective actions
• Lead compliance with business and quality indicators (SLA, Response Rate, FCR, CSAT/NPS, Adherence, Productivity)
• Ensure schedule adherence, provide continuous feedback, calibrate service quality, and motivate analysts and agents
• Activate contingency protocols for unexpected events or traffic spikes to ensure service continuity
• Provide second-level support for complex operational or sensitive technical incidents
• Analyze operational data to identify optimization opportunities and reduce root-cause problem recurrence
Requirements:
• Education: Bachelor's degree or professional qualification in Administration, Industrial Engineering, Business, or related fields
• Experience: Minimum 2–3 years leading Contact Center/BPO/CCO operations with direct management of internal and external clients; proven experience managing business KPIs and operational traffic control
• Technical Skills: Advanced proficiency with 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 continuous improvement mindset
