Practicante de Ingeniería Industrial – Operaciones y Customer Support
Core
Industrial Engineering intern supporting the Customer Support team in Colombia to optimize contact center operations, analyze service indicators, and improve the experience for drivers, passengers, and corporate clients.
Role type
Industrial Engineering Intern (Operations & Customer Support)
Builds
Optimized customer support operations and data-driven process improvements for a ride-hailing platform.
Domain
Mobility / Ride-hailing / Customer Support
Deliverable
dashboards & analysis
Required skills
Data analysis, Process improvement, Quality control, Root cause analysis, Reporting, Database management
Preferred skills
Tableau, SQL, AI/LLM tools
Technologies
Google Sheets, Tableau, Zendesk, Talkdesk, SIG
Responsibilities
Monitor service indicators (tickets, chat, calls) and SLA compliance; Consolidate quality audit results and identify process improvements; Support database validation and operational management; Track escalated cases; Analyze contact typologies to reduce avoidable contacts; Build and update service and satisfaction reports (CSAT, NPS); Document and update processes and knowledge bases; Develop a measurable practice project to improve customer experience or operational efficiency.
