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What´s the role?

The Senior Manager CX Performance leads our Agent Performance team, focusing on training, quality, and knowledge management. This role involves managing a team of 8 people and implementing AI solutions to improve frontline performance. You will provide training and performance management, using technology to boost efficiency in contact centers and stores.

How can you add value?

**Lead Training, Quality, and Knowledge Teams** :

+ Manage a team of 8 people, guide their work, and ensure training programs meet operational goals. Monitor quality assurance efforts, improve FCR and NPS, and ensure accurate documentation of procedures and materials.

**AI Implementation & Innovation** :

+ Lead efforts to introduce AI for training, quality audits, and knowledge management. Work with IT to integrate AI into processes and analyze data to improve agent performance.

**Training & Development** :

+ Manage and improve training tools for frontline agents, ensuring they align with company goals. Identify skill gaps and create targeted training solutions.

**Quality Assurance** :

+ Monitor quality protocols and focus on improving FCR and NPS. Ensure agents follow operational processes and maintain high customer service standards.

**Knowledge Management** :

+ Supervise the team responsible for keeping procedures and job aids up to date. Use AI to improve how agents access and use knowledge materials.

+ 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 that may be assigned.

What do you need?

Education and/or Experience:

Bachelor’s degree in human resources, Learning and Development, Organizational Psychology or relevant field is required.

Six to nine years of experience in the Learning Management sector working for either a Talent & Development area or as part of a Learning team adopting enterprise-grade LMS solutions.

Five years of experience leading customer-facing programs.

Other Qualifications:

+ Fully Bilingual (Spanish and English).

+ Be proficient at developing content in various formats - written, video, in-product messaging etc.

+ Creative, resourceful, detail oriented, and well-organized

+ A strong standout colleague, a self-starter who thrives in a fast-paced, high-growth start-up environment

+ A self-driven, high energy leader with excellent cross functional collaboration skills

+ Someone who flourishes when given responsibility and a sense of ownership.

+ Previous success in building and/or leading a customer community program.

+ Background in L&D, including instructional design, training, or similar fields.

+ Prior experience managing personnel in the area of content development and instructional design.

+ Background and expertise in the field of both LMS and learning content development.

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 be a 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’s degree in human resources, Learning and Development, Organizational Psychology or relevant field is required.

Six to nine years of experience in the Learning Management sector working for either a Talent & Development area or as part of a Learning team adopting enterprise-grade LMS solutions.

Five years of experience leading customer-facing programs.

Other Qualifications:

+ Fully Bilingual (Spanish and English).

+ Be proficient at developing content in various formats - written, video, in-product messaging etc.

+ Creative, resourceful, detail oriented, and well-organized

+ A strong standout colleague, a self-starter who thrives in a fast-paced, high-growth start-up environment

+ A self-driven, high energy leader with excellent cross functional collaboration skills

+ Someone who flourishes when given responsibility and a sense of ownership.

+ Previous success in building and/or leading a customer community program.

+ Background in L&D, including instructional design, training, or similar fields.

+ Prior experience managing personnel in the area of content development and instructional design.

+ Background and expertise in the field of both LMS and learning content development.

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 be a 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?

**Lead Training, Quality, and Knowledge Teams** :

+ Manage a team of 8 people, guide their work, and ensure training programs meet operational goals. Monitor quality assurance efforts, improve FCR and NPS, and ensure accurate documentation of procedures and materials.

**AI Implementation & Innovation** :

+ Lead efforts to introduce AI for training, quality audits, and knowledge management. Work with IT to integrate AI into processes and analyze data to improve agent performance.

**Training & Development** :

+ Manage and improve training tools for frontline agents, ensuring they align with company goals. Identify skill gaps and create targeted training solutions.

**Quality Assurance** :

+ Monitor quality protocols and focus on improving FCR and NPS. Ensure agents follow operational processes and maintain high customer service standards.

**Knowledge Management** :

+ Supervise the team responsible for keeping procedures and job aids up to date. Use AI to improve how agents access and use knowledge materials.

+ 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 that may be assigned.