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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Service Operations and BPO management, with a strong focus on monitoring operational metrics and driving continuous improvement initiatives. Proficient in analyzing data and collaborating with cross-functional teams to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Customer Service Operations ExperienceOperational Metrics AnalysisJira Ticket ManagementGoogle Workspace ProficiencyBasic Spanish
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TMONPSSPCSLAABSAdherenceProductivityQualityAction Plan DevelopmentData Interpretation
Soft Skills
Good Communication SkillsProactivityInterpersonal RelationshipsOrganizational SkillsResponsibility
Tools & Technologies
ONASabreAmadeusE-LatamE-GOLAzulNDCMicrosoft OfficeGoogle SheetsPresentation Tools
Industry Keywords
BPOOperational RisksProcess DeviationsContinuous ImprovementCustomer Experience
About the role
Key responsibilities & impact- Act as Decolar's representative with outsourced operations, promoting alignment between BPOs and the company's internal teams.
- Monitor daily operational metrics, identifying deviations, risks and opportunities for improvement.
- Track indicators such as TMO, NPS, SPC, SLA, ABS, adherence, productivity, quality and transfers, supporting the creation and monitoring of action plans.
- Conduct call monitoring and interaction reviews, analyze protocols and follow the voice of the customer, proposing process and customer experience improvements.
- Log, track and support the resolution of systemic and operational errors through ticket creation and management (Jira).
- Work in partnership with Product, Process, Technology, Quality, Training, WFM and Operations teams, ensuring alignment of requests and execution of necessary actions.
- Identify, analyze and report operational risks, process deviations and improvement opportunities to Decolar leadership.
- Support critical requests and prioritizations as required by managers and other company areas.
- Guide agents, supervisors and coordinators on processes, operational changes, communications and contingency plans, ensuring correct execution of routines.
- Participate in calibrations, performance meetings, operational forums and strategic projects.
- Support continuous improvement initiatives by encouraging correct reporting of operational and systemic failures and monitoring the implementation of solutions.
Requirements
What you’ll need- Experience in Customer Service operations, BPO or related areas.
- Knowledge of operational indicators (TMO, NPS, SPC, SLA, ABS, adherence, productivity and quality).
- Familiarity with the following systems and providers:
- - ONA
- - Sabre
- - Amadeus
- - e-Latam
- - e-GOL
- - Azul
- - NDC
- Proficiency with Google Workspace and/or Microsoft Office (Excel, Google Sheets and Presentation tools).
- Analytical mindset with the ability to interpret metrics and develop action plans.
- Organized, with a sense of priorities, responsibility and the ability to work in dynamic environments.
- Good communication skills, proactivity and ease in interpersonal relationships.
- Availability for hybrid work and travel between BPO locations.
- Basic Spanish.
Benefits
Comp & perks- Health insurance
- Dental insurance
- Life insurance
- Gympass or Totalpass
- Educational partnerships
- Discounts on Decolar!
- Commuter allowance (Transportation voucher)
- Flex Card (meal/food vouchers)
- Bonus
- Childcare assistance
- Home office allowance
- Petlove partnership