.LEVEL is a long-haul airline based in Barcelona and part of the IAG group.
The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers.
With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers.
Job PurposeThe Customer Center Supervisor is responsible for overseeing the day-to-day operation of the Contact Centre, ensuring the delivery of a first-class customer experience across all touchpoints.
This role involves monitoring key KPIs (such as attention and service level, AHT, first time response) across all channels, including phone, chat, social media, back office, and claims management.
The main objective is to ensure the smooth operation of the Contact Center while providing high-quality service and identifying areas for improvement to enhance customer care efficiency and overall service performance.
Main AccountabilitiesOversee and manage the performance of the contact center provider (front and back office).Monitor key KPIs related to the contact center operation and ensure targets are met.Provide support to the contact center provider in handling calls and claims when needed.Identify new functional opportunities for self-service and automation with a customer-centric approach.Provide feedback and contribute to process, policy and systems improvements.Ensure the quality, accuracy, and timely resolution of claims that may include complex cases.Ensure that all customer interactions, claims handling, and back-office processes comply with the company policies and regulatory requirements.Communicate regularly with the contact center provider to review and address issues.Analyze problematic trends and take corrective actions to avoid recurrence, appropriately escalating issues if needed.Manage and resolve escalated claims and issues from senior management and official organizations (NEBs).Analyze productivity and performance metrics to optimize efficiency and resource allocation.Track legal deadlines and ensure timely resolution of legal claims and complaints from official organizations (NEBs, consumer offices, local governments).Oversee the download and upload of claims through the electronic portal.Work closely with IT, Legal, and Commercial teams to ensure effective problem resolution and process alignment across the organization.Conduct audits to ensure service quality standards are met.Main RelationshipsThe main relationships will be with Customer Experience, IT, Data, Commercial, Operations and the suppliers for CRM, Service Tool, E-commerce.
EducationMinimum required: Bachelor degree.
Preferably bachelor's degree in business management.
ExperienceMinimum required experience of at least 3 years in similar positions.
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