"Alerted.org

What´s the role?

As the Contact Center Director, you will be responsible for managing all phases of services provided by the Customer Experience Representatives. Lead the team to achieve and deliver the best experience, excellent levels of customer service, ensure call quality within the contact center, and deliver tight operational and financial controls in a cost-effective manner. Handle multiple tasks to help drive efficiencies and executing performance, project cost, and subscriber activity to increase effectiveness of departmental projects.

How can you add value?

Essential Duties and Responsibilities, but not limited to the following:

+ Manage, lead, and motivate a team of call center agents focused on generating high-quality leads and driving new business for the company. Foster a culture of accountability, teamwork, and high performance.

+ Design and implement effective call center strategies for both inbound and outbound lead generation, ensuring the team is equipped to identify opportunities and drive conversions.

+ Monitor key performance indicators (KPIs) to track team performance, identifying opportunities for improvement and implementing actionable strategies to hit and exceed targets.

+ Provide ongoing training, coaching, and mentoring to call center agents, helping them refine their sales skills, improve their scripts, and maximize their lead conversion rates.

+ Continuously evaluate and refine call center processes, technology, and workflows to maximize efficiency, enhance the customer experience, and drive revenue growth.

+ Ensure that every call is an opportunity to provide value to the customer while promoting our services, building trust, and maintaining high standards of professionalism.

+ Regularly analyze and report on call center performance, lead quality, and revenue generation, providing insights to senior leadership on performance trends and improvement opportunities.

+ Oversee the call center budget, ensuring that resources are allocated effectively to meet team objectives while controlling costs.

+ Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.

Supervisory Responsibilities:

Directly supervise and provide mentorship to a group of employees and supervisors in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; coordinating, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

What do you need?

Education and/or Experience:

Bachelor degree in Administration, Management, Marketing, Telecommunications or equivalent is required. MBA preferred.

Eight to ten year of experience call center experience.

Confirmed experience handling metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.

Other Qualifications:

+ Strong leadership and team management skills, with a focus on performance coaching, mentoring, and motivating teams to meet and exceed goals.

+ Data-driven approach with the ability to analyze performance metrics, identify trends, and implement improvements.

+ Excellent communication and interpersonal skills, with the ability to work cross-functionally with other departments.

+ Strong problem-solving and conflict-resolution skills, especially in high-pressure situations.

+ Familiarity with call center software and CRM systems (Salesforce, Five9, etc.).

+ Experience developing and implementing call scripts, sales training programs, and process optimizations.

+ Ability to thrive in a fast-paced, high-volume environment, balancing short-term goals with long-term objectives.

+ Fully Bilingual

**Physical Demands:** The physical demands described here represent those that should be met by an employee to efficiently perform this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is occasionally required to stand, walk, sit and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

**Work Environment: C** haracteristics described here are representative of those an employee encounters while performing this job. The noise level is usually quiet.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Assessment, background check and drug test will be required to successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

What do you need?

Education and/or Experience:

Bachelor degree in Administration, Management, Marketing, Telecommunications or equivalent is required. MBA preferred.

Eight to ten year of experience call center experience.

Confirmed experience handling metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.

Other Qualifications:

+ Strong leadership and team management skills, with a focus on performance coaching, mentoring, and motivating teams to meet and exceed goals.

+ Data-driven approach with the ability to analyze performance metrics, identify trends, and implement improvements.

+ Excellent communication and interpersonal skills, with the ability to work cross-functionally with other departments.

+ Strong problem-solving and conflict-resolution skills, especially in high-pressure situations.

+ Familiarity with call center software and CRM systems (Salesforce, Five9, etc.).

+ Experience developing and implementing call scripts, sales training programs, and process optimizations.

+ Ability to thrive in a fast-paced, high-volume environment, balancing short-term goals with long-term objectives.

+ Fully Bilingual

**Physical Demands:** The physical demands described here represent those that should be met by an employee to efficiently perform this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is occasionally required to stand, walk, sit and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

**Work Environment: C** haracteristics described here are representative of those an employee encounters while performing this job. The noise level is usually quiet.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Assessment, background check and drug test will be required to successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

How can you add value?

Essential Duties and Responsibilities, but not limited to the following:

+ Manage, lead, and motivate a team of call center agents focused on generating high-quality leads and driving new business for the company. Foster a culture of accountability, teamwork, and high performance.

+ Design and implement effective call center strategies for both inbound and outbound lead generation, ensuring the team is equipped to identify opportunities and drive conversions.

+ Monitor key performance indicators (KPIs) to track team performance, identifying opportunities for improvement and implementing actionable strategies to hit and exceed targets.

+ Provide ongoing training, coaching, and mentoring to call center agents, helping them refine their sales skills, improve their scripts, and maximize their lead conversion rates.

+ Continuously evaluate and refine call center processes, technology, and workflows to maximize efficiency, enhance the customer experience, and drive revenue growth.

+ Ensure that every call is an opportunity to provide value to the customer while promoting our services, building trust, and maintaining high standards of professionalism.

+ Regularly analyze and report on call center performance, lead quality, and revenue generation, providing insights to senior leadership on performance trends and improvement opportunities.

+ Oversee the call center budget, ensuring that resources are allocated effectively to meet team objectives while controlling costs.

+ Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.

Supervisory Responsibilities:

Directly supervise and provide mentorship to a group of employees and supervisors in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; coordinating, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.