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Cabify is a Spanish unicorn (founded 2011) operating a ride-sharing platform across 38 cities in Spain and Latin America. The company is mission-driven to improve urban mobility and city livability.
As Contact Center Operations Manager, you will lead the strategic management of Cabify's contact center operations in Bogotá. You will oversee a 24/7 operation, managing teams and ensuring achievement of business objectives through efficient, scalable, and results-oriented execution.
Key Responsibilities:
- Lead the contact center operation end-to-end, ensuring compliance with operational KPIs, quality metrics, productivity, and efficiency targets.
- Define, execute, and monitor continuous improvement strategies and action plans to enhance performance.
- Analyze key indicators and identify optimization opportunities across processes, resources, and outcomes.
- Ensure operational continuity through incident management and contingency planning.
- Build and develop high-performing teams, fostering a culture of feedback, growth, and results orientation.
- Plan and optimize resource allocation to maximize operational efficiency.
- Coordinate with local and global teams to align operations with company strategic objectives.
- Ensure compliance with organizational policies, regulations, and corporate guidelines.
The role requires strategic thinking, analytical capability, and strong decision-making in a dynamic, fast-paced environment.
Requirements:
- Education: Degree in Industrial Engineering, Business Administration, Economics, or related field.
- Minimum 3 years of proven experience leading 24/7 contact center operations.
- Experience participating in and/or leading contact center project rollouts and operational initiatives.
- Desirable: Experience managing mixed accounts including customer service (SAC), commercial processes, loyalty, and retention.
- Technical Skills: Proficiency with case management and tracking tools (Zendesk or similar); Google Workspace (especially Sheets); AI tools and automation in operations; data analysis for root-cause identification and process improvement; basic agent scheduling and programming knowledge; cost control and operational efficiency analysis; multichannel customer service models.
- Desirable: Experience managing critical or high-complexity accounts and services.
