Orientation Coordinator

What we offer

• Stable contract: Permanent and full-time.
• You will be able to develop professionally thanks to our training plans and internal talent development.
• Exclusive discounts and promotions for our employees (masters and postgraduates, publishing imprints, collectibles, Casa del Libro...).
• An attractive social benefits package through the flexible remuneration plan that includes: transport card, restaurant card, nursery voucher, medical insurance, etc.

From Grupo Planeta we are looking for a Guidance Coordinator to join the VIU team within our Planeta Formación y Universidades division.

What would your main duties be?

Mission: Department coordinators will share a set of functions and responsibilities inherent to the position, in addition to specific aspects of the area they coordinate. In all cases, they will have a team under their charge and the responsibility to develop the area both internally within the department and at the University level.

Operational and quality supervision

• Monitor KPIs (response times, CSAT, NPS, abandonment rate) and implement improvement plans.
• Audit multichannel interactions (phone, email, chat, video call) and ensure quality standards and protocol compliance.
• Manage critical tickets/cases to ensure resolution and traceability.

Interdepartmental communication and coordination

• Act as a bridge between Guidance, Admissions, Academics, IT Support, and Administration to streamline responses and resolve bottlenecks.
• Communicate insights and detected patterns to Marketing and Academic Management.

Advisory role / retention

• Identify opportunities for continued enrollment and coordinate follow-up with the relevant departments.
• Promote retention initiatives and post-incident follow-up actions to strengthen student trust.

Team management

• Recruitment and selection: collaborate with HR to attract and select profiles based on operational needs.
• Onboarding and training: design and implement onboarding and ramp-up plans (content, scripts, key tools, knowledge base).
• Team scheduling: manage shifts, handle coverage (vacations, absences, demand peaks), and apply volume forecasting.
• Performance management: set and review individual and team goals; conduct regular 1:1s, performance evaluations, and development plans.
• Provide real-time feedback, support calls/tickets, run quality calibrations, and hold improvement sessions.
• Motivation and climate: promote recognition, team dynamics, well-being initiatives, and burnout prevention.
• Conduct and compliance: manage absences, punctuality issues, and apply corrective actions when necessary, always with a fair and developmental approach.
• Succession & talent: identify internal talent and propose promotions/rotations.
• Reporting and continuous improvement
• Prepare operational and business reports for Management.
• Propose and implement changes to processes, scripts, and the knowledge base.

What would we like to see on your CV?

• Education: Completed secondary education, or technical/university studies in related fields.
• Minimum of 2-3 years of experience in customer service/call center or team supervision (experience in education/university is desirable), especially in contexts of change or requiring reorganization.
• Experience handling conflict situations with customers/users.
• Exceptional communication skills.
• Experience in interdepartmental coordination and cross-functional work.
• Experience in multichannel service (phone, chat, email, video call).
• Other skills and knowledge:
  • Results-oriented with the ability to organize processes and redirect dynamics.
  • Service vocation.
  • Proficiency in professional office software (Excel, Word, PowerPoint) for reporting and follow-up.
  • Knowledge of ticketing tools and case tracking is valued.
  • Adaptability, ability to work in environments with time pressure and productivity demands.

You would fit in with us if you consider yourself a person...

• Proactive, with initiative to anticipate problems.
• Firm in follow-up and compliance, ensuring consistency and traceability.
• Skilled at giving constructive feedback while also correcting deviations when appropriate.
• Ability to build trust and cohesion, even with initially resistant teams.
• Committed to continuous improvement and service quality.
• Committed to the University's culture and to the experience of both students and employees.