CCO Coordinator (Contact Center Operations)
Core
Lead real-time contact center operations to ensure maximum service quality for users and drivers in Peru.
Role type
Senior Contact Center Operations Coordinator
Builds
Real-time traffic management and operational continuity for a ride-hailing platform
Domain
Transportation / Ride-hailing / Customer Support
Required skills
Real-time traffic management, SLA/KPI monitoring, team leadership, contingency planning, complex case resolution, data analysis
Preferred skills
Advanced ticketing/CRM platforms, analytical tools (Excel, Power BI, Tableau)
Technologies
Zendesk, Freshdesk, Salesforce, Jira, Excel, Power BI, Tableau
Responsibilities
Monitor contact volume and manage live traffic flow, lead compliance with business and quality metrics, provide second-level support for complex operational incidents, activate contingency protocols for service continuity, analyze operational data to identify optimization opportunities
Seniority
Mid-level, hands-on IC