Front-End Analyst JR. - BPO

Responsibilities

• Act as a representative for Despegar with outsourced operations (BPO), ensuring alignment between partners and internal departments.
• Monitor daily operational indicators including TMO, NPS, SLA, productivity, and quality to identify risks and improvement opportunities.
• Perform call monitoring and protocol analysis to improve customer experience and processes.
• Manage and track systemic or operational errors through ticket management (Jira).
• Partner with Product, Technology, Quality, and WFM teams to execute necessary actions and align demands.
• Support continuous improvement initiatives and guide agents and supervisors on operational changes and contingency plans.

Requirements

• Experience in Customer Service, BPO operations, or related areas.
• Knowledge of operational KPIs such as TMO, NPS, SLA, and productivity.
• Proficiency with travel systems such as Sabre, Amadeus, or NDC.
• Experience with Google Workspace or Microsoft Office (Excel, Sheets, and Presentations).
• Analytical profile with the ability to interpret data and create action plans.
• Basic to intermediate Spanish skills.
• Availability for a hybrid work model and travel between BPO sites.

Preferred Qualifications

• Experience with process automation and AI-based tools for productivity.
• Knowledge of data visualization tools like Power BI or Looker Studio.
• Familiarity with continuous improvement methodologies (PDCA, Lean, 5W2H, or Ishikawa).
• Experience in partner management and outsourced operations.

Benefits

• Medical and dental assistance.
• Life insurance.
• Gympass or Totalpass.
• Educational partnerships and Despegar discounts.
• Meal and food vouchers (Cartão Flex).
• Home office and childcare assistance.
• Performance bonuses.

About the Company

Despegar is the leading travel platform in Latin America. We solve complex problems and develop technology-based solutions to stay at the forefront of the travel industry, creating enriching experiences for travelers worldwide.