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What's the role?

As a Contact Center Supervisor you will be responsible to own the day-to-day management of a team of Contact Center Representatives. Supervises Contact Center Representatives that are serving, retaining, and selling to our current base. Responsible for the implementation of initiatives planned to satisfy the customer’s needs. Coordinate that Contact Center Representatives are knowledgeable on service policies and processes, that they adhere to assigned schedules, and exceed company and department targets.

How can you add value?

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

+ Monitor and develop everyday performance of Contact Center Representatives, including monitoring and account monitoring for representatives to maintain a high level of quality performance.

+ Analyze, interpret, and resolve customer issues.

+ Act as a resource for Contact Center Representatives by providing information, mentorship and/or otherwise assisting them with customer issues.

+ Provide daily oversight for the in-bound contact center efforts including daily accountability, oversight, and management of representatives’ efficiency, call quality, retention performance, and employee issues for all assigned team members.

+ Apply associated save and sales tactics required to maintain and grow customer base.

+ Meet company target for churn rate and reduce order fallout and improve customer dedication by enabling continuous improvements throughout the customer life cycle.

+ Maintain and supervise the daily activities, performance and production level of Contact Center Representatives through effective reporting and analysis.

+ Work with the Contact Center Representatives to identify call drivers, acquire well documented examples that can be discussed with other departments to work together on corrective actions that improve the customer’s experience.

+ Turn controllable requests for disconnection or downgrade into sales and save opportunities and increase revenues by identifying customer service needs using technical expertise to resolve customer concerns.

+ Measure interaction performance, inbound and outbound, on the Key performance indicators such as, but not limited to, retention, customer loyalty, sales, handle time, among others.

+ Monitor calls recorded, live and side-by-side.

+ Monitors Contact Center Representatives’ calls to ensure employee is meeting demeanor, accuracy, and conformity to company policies.

+ Verify and approve employee payroll.

+ Review and conclude on adjustments within their limits.

+ Hold weekly team meetings with Contact Center Representatives to discuss critical metrics, celebrate results, and clarify new processes and policies.

+ Foster a positive work environment.

+ Responsible for recording employee’s absences and tardiness and identify occurrences according to Attendance and Tardiness Policy.

+ Demonstrates and ensures 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.

Supervisor reponsibilities:

Directly supervises a group of employees in the Contact Center. Carry out supervisory responsibilities in accordance with the organization policies and applicable laws. Responsibilities include interviewing, hiring, training employees; planning, assigning, and advising work; appraising performance; exciting and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience** **:

Bachelor’s degree in Administration, Management, Marketing, Telecommunications or related field.

Three years of supervisory experience in Contact Center environment. Troubleshooting experience.

Other Qualifications** **:

+ Excellent Communication Skills.

+ Fully Bilingual (Spanish & English).

+ Results driven with a strong background customer service approach and with strong management and organizational skills.

+ Demonstrated self-motivation, good judgment, problem solving and analytical skills. Performs effectively and independently in a multi-tasking environment.

+ Computer-literate, knowledge in Microsoft Office (Excel, Outlook).

+ Customer Focus and service oriented.

+ Ability to empower employees.

+ Knowledge on Telecommunications, especially on cable, telephone and Internet.

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.

Education and/or Experience** **:

Bachelor’s degree in Administration, Management, Marketing, Telecommunications or related field.

Three years of supervisory experience in Contact Center environment. Troubleshooting experience.

Other Qualifications** **:

+ Excellent Communication Skills.

+ Fully Bilingual (Spanish & English).

+ Results driven with a strong background customer service approach and with strong management and organizational skills.

+ Demonstrated self-motivation, good judgment, problem solving and analytical skills. Performs effectively and independently in a multi-tasking environment.

+ Computer-literate, knowledge in Microsoft Office (Excel, Outlook).

+ Customer Focus and service oriented.

+ Ability to empower employees.

+ Knowledge on Telecommunications, especially on cable, telephone and Internet.

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 include, but are not limited to, the following:

+ Monitor and develop everyday performance of Contact Center Representatives, including monitoring and account monitoring for representatives to maintain a high level of quality performance.

+ Analyze, interpret, and resolve customer issues.

+ Act as a resource for Contact Center Representatives by providing information, mentorship and/or otherwise assisting them with customer issues.

+ Provide daily oversight for the in-bound contact center efforts including daily accountability, oversight, and management of representatives’ efficiency, call quality, retention performance, and employee issues for all assigned team members.

+ Apply associated save and sales tactics required to maintain and grow customer base.

+ Meet company target for churn rate and reduce order fallout and improve customer dedication by enabling continuous improvements throughout the customer life cycle.

+ Maintain and supervise the daily activities, performance and production level of Contact Center Representatives through effective reporting and analysis.

+ Work with the Contact Center Representatives to identify call drivers, acquire well documented examples that can be discussed with other departments to work together on corrective actions that improve the customer’s experience.

+ Turn controllable requests for disconnection or downgrade into sales and save opportunities and increase revenues by identifying customer service needs using technical expertise to resolve customer concerns.

+ Measure interaction performance, inbound and outbound, on the Key performance indicators such as, but not limited to, retention, customer loyalty, sales, handle time, among others.

+ Monitor calls recorded, live and side-by-side.

+ Monitors Contact Center Representatives’ calls to ensure employee is meeting demeanor, accuracy, and conformity to company policies.

+ Verify and approve employee payroll.

+ Review and conclude on adjustments within their limits.

+ Hold weekly team meetings with Contact Center Representatives to discuss critical metrics, celebrate results, and clarify new processes and policies.

+ Foster a positive work environment.

+ Responsible for recording employee’s absences and tardiness and identify occurrences according to Attendance and Tardiness Policy.

+ Demonstrates and ensures 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.

Supervisor reponsibilities:

Directly supervises a group of employees in the Contact Center. Carry out supervisory responsibilities in accordance with the organization policies and applicable laws. Responsibilities include interviewing, hiring, training employees; planning, assigning, and advising work; appraising performance; exciting and disciplining employees; addressing complaints and resolving problems.