Liberty Latin America
Overview
What´s the role? As an Analyst, Outsource Contact Center you will support ensuring that Business Process Outsource (BPO) companies providing customer service to Liberty customers operate effectively and efficiently in compliance with key metrics and KPIs. You will coordinate with BPO contact persons to ensure adherence to headcount, efficiency, and quality standards, and drive initiatives to improve NPS, recruitment and training, and continuous learning. You will prepare regular metrics dashboards, analyze variances, and provide recommendations based on trends. How you add value
Collaborate with outsourcing counterparts to align operational metrics, KPI activities, and special initiatives. Monitor supplier performance using qualitative and quantitative metrics. Maintain and deliver comprehensive metric reports (quality and efficiency) such as NPS, SLAs, Abandon Rate, Average Speed of Answer, First Contact Resolution, QA scores, at both BPO and agent levels. Monitor and report on quality metrics, identify trends and root causes. Analyze individual and team scores to identify training and improvement opportunities. Provide updates to the operations team and ensure consistency of efficiency and quality standards. Maintain operation standards by achieving unit objectives and ensuring high quality. Ensure quality and effectiveness of Outsource Contact Center Representatives communication with customers; drive effective resolutions. Collaborate with Liberty’s Quality and Training Departments and BPOs to coach and develop agents and provide feedback for areas of improvement. Ensure customer service processes are followed and develop action plans for 100% adherence. Continuously review and enhance established customer service quality standards. Manage, interpret, and integrate data from transactional process audits to identify trends and provide timely recommendations to leadership. Participate in the design of interaction monitoring formats and quality standards. Provide feedback to contact center managers and staff to understand new policies and procedures for quality. Surface recurring process issues and contribute ideas to resolve problems and improve productivity. Participate in calibration sessions for outsource staff. Ensure adherence to high NPS standards and drive initiatives aligned with the “Amazing Customer Experience” standard methodologies; support NPS closed-loop program in BPOs. Document performance scores and summarize recurring issues in monthly reports to management. Develop recommendations to eliminate root causes of dissatisfaction; collaborate with sites and clients to implement solutions; create training materials to improve First Contact Resolution (FCR) scores. Monitor outcomes of process improvements, new initiatives, and pilot programs; take action as needed. Review, audit, and approve BPO service invoices; ensure adherence to departmental procedures and local regulatory standards. Demonstrate compliance with the Customer First Philosophy and Liberty policies, including the Code of Conduct and safety standards. Other related functions may be assigned. Education and Experience
Bachelor’s degree required. 3-5 years of related industry customer service/contact center supervisory experience preferred, especially in support functions such as WFM, Quality, Training, Reporting. Experience in Procedure Development and Process Improvement. Other qualifications
Excellent communication skills, orally and in writing. Customer-centric, service-oriented mindset. Willing to travel. Strong commercial insight; inductive and deductive reasoning. Ability to acquire, manage and analyze data, define problems, collect data, establish facts, and draw valid conclusions. Ability to work independently with minimal supervision and in a team environment; manage multiple duties simultaneously. Maintain the highest level of confidentiality. Ability to lead, direct, mentor, and motivate others. Outstanding ability to prioritize and work in a multi-tasked environment. Adaptable to a flexible schedule. Computer-literate (Microsoft Office, Contact Center Systems, Reporting Systems). Knowledge of QA tools, concepts, and methodologies. Fully bilingual (English and Spanish). Equal Employment Opportunity 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, sexual orientation, gender identity, protected veteran status, military service obligation, disability status, genetic information, political affiliation, or being a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local nondiscrimination laws in every location where the company operates. 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 may be required for successful candidacy. If you believe you have been discriminated against, you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or another appropriate agency.
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What´s the role? As an Analyst, Outsource Contact Center you will support ensuring that Business Process Outsource (BPO) companies providing customer service to Liberty customers operate effectively and efficiently in compliance with key metrics and KPIs. You will coordinate with BPO contact persons to ensure adherence to headcount, efficiency, and quality standards, and drive initiatives to improve NPS, recruitment and training, and continuous learning. You will prepare regular metrics dashboards, analyze variances, and provide recommendations based on trends. How you add value
Collaborate with outsourcing counterparts to align operational metrics, KPI activities, and special initiatives. Monitor supplier performance using qualitative and quantitative metrics. Maintain and deliver comprehensive metric reports (quality and efficiency) such as NPS, SLAs, Abandon Rate, Average Speed of Answer, First Contact Resolution, QA scores, at both BPO and agent levels. Monitor and report on quality metrics, identify trends and root causes. Analyze individual and team scores to identify training and improvement opportunities. Provide updates to the operations team and ensure consistency of efficiency and quality standards. Maintain operation standards by achieving unit objectives and ensuring high quality. Ensure quality and effectiveness of Outsource Contact Center Representatives communication with customers; drive effective resolutions. Collaborate with Liberty’s Quality and Training Departments and BPOs to coach and develop agents and provide feedback for areas of improvement. Ensure customer service processes are followed and develop action plans for 100% adherence. Continuously review and enhance established customer service quality standards. Manage, interpret, and integrate data from transactional process audits to identify trends and provide timely recommendations to leadership. Participate in the design of interaction monitoring formats and quality standards. Provide feedback to contact center managers and staff to understand new policies and procedures for quality. Surface recurring process issues and contribute ideas to resolve problems and improve productivity. Participate in calibration sessions for outsource staff. Ensure adherence to high NPS standards and drive initiatives aligned with the “Amazing Customer Experience” standard methodologies; support NPS closed-loop program in BPOs. Document performance scores and summarize recurring issues in monthly reports to management. Develop recommendations to eliminate root causes of dissatisfaction; collaborate with sites and clients to implement solutions; create training materials to improve First Contact Resolution (FCR) scores. Monitor outcomes of process improvements, new initiatives, and pilot programs; take action as needed. Review, audit, and approve BPO service invoices; ensure adherence to departmental procedures and local regulatory standards. Demonstrate compliance with the Customer First Philosophy and Liberty policies, including the Code of Conduct and safety standards. Other related functions may be assigned. Education and Experience
Bachelor’s degree required. 3-5 years of related industry customer service/contact center supervisory experience preferred, especially in support functions such as WFM, Quality, Training, Reporting. Experience in Procedure Development and Process Improvement. Other qualifications
Excellent communication skills, orally and in writing. Customer-centric, service-oriented mindset. Willing to travel. Strong commercial insight; inductive and deductive reasoning. Ability to acquire, manage and analyze data, define problems, collect data, establish facts, and draw valid conclusions. Ability to work independently with minimal supervision and in a team environment; manage multiple duties simultaneously. Maintain the highest level of confidentiality. Ability to lead, direct, mentor, and motivate others. Outstanding ability to prioritize and work in a multi-tasked environment. Adaptable to a flexible schedule. Computer-literate (Microsoft Office, Contact Center Systems, Reporting Systems). Knowledge of QA tools, concepts, and methodologies. Fully bilingual (English and Spanish). Equal Employment Opportunity 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, sexual orientation, gender identity, protected veteran status, military service obligation, disability status, genetic information, political affiliation, or being a victim of domestic violence, sexual assault, or stalking. In addition to federal law requirements, Liberty aligns with applicable local nondiscrimination laws in every location where the company operates. 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 may be required for successful candidacy. If you believe you have been discriminated against, you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or another appropriate agency.
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