Supervisor, Customer Loyalty

What's The Role

The purpose of the Supervisor of Customer Loyalty is to lead a team of Loyalty Specialists towards target attainment. Ensure that all team members receive adequate empowerment and development opportunities to achieve goals and objectives.

What You'll Do

Key Accountabilities:

• Lead the team of meet KPIs such as save rate, cost of save, survival rate and other operational metrics
• Provide weekly coaching and development feedback to all team members.
• Motivate, develop and drive the team to achieve and surpass set targets.
• Listen and evaluate calls to determine opportunities for improvement and provide appropriate feedback to team members.
• Identify training opportunities and coordinate implementation by training team.
• Maintain Performance Scorecards and Personal Development Files for each Loyalty Specialist.
• Take actions to positively enforce agreed Team Culture and drive high level of team engagement.
• Utilize Reward and Recognition programs/techniques to drive high performance within the team.
• Function as the escalation point for situations requiring actions beyond agent approved processes.
• Recognize process improvement areas and funnel to the Performance Optimization Team.
• Manage by example through taking customer calls on the queue at set periods of time.

What You'll Need

Education and Experience

• Degree/Diploma in relevant field of study or equivalent Professional Certification.
• Minimum of 5 years’ experience in a customer facing role.
• Minimum of 3 years’ experience in a Leadership role or a role which involved Coaching and Developing staff.

Skills & Abilities

• Sound understanding of Coaching Techniques, Emotional Intelligence and Conflict Resolution.
• Highly Effective Communication Skills.
• High level of energy and drive to meet demanding targets
• Sound understanding of Customer Related Processes.
• Good working knowledge of Microsoft Office Suite.
• Must be a quick learner, a team player and highly customer-focused

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands Liberty Latin America, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Bahamas Telecommunication (BTC), FLOW, Liberty Networks, Liberty Communications(Puerto Rico & USVI), Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the región

Why Join Us

Technology excites us, enables us, and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing a beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.