Director, Contact Center Operations

**Job Description What's the role**: The Director of Business Operations will be required to support all contact centre operations and channels (Voice and Non-Voice) and is required to review and continuously analyz e all existing contact centre processes with the aim to improve effectiveness, efficiencies, issue resolution, overall customer experience, the achievement of the contact centre KPIs, and a lower cost to serve What you'll do: Drives the achievement and maintenance of contact center KPIs on all channels (voice and digital).Provide support and guidance of processes and focuses on implementing best practices to all contact center leadersCollaborates with key business stakeholders to drive the resolution of performance impacting issues such as outages and to device solutions to mitigate or reduce the impact of planned and unplanned market activities.Works with the contact centre vendors to quickly identify and address operational needs.Develops and reengineer processes as neededPerforms journey mapping and process improvement re-design workshops focused on best-practices adoption, develop and adjust SOPs to align with customer care/experience plans and strategy.Coordinates the deployment of solutions geared towards addressing operational gaps and improve key metrics - AHT, RCR, CSAT, FCR and TNPS. Liaises with the contact centre teams in the distribution of workload or volumes across the difference sites based on capacity and cost Understand the volume/capacity needs and budget requirements for all LLA companies at the individual customer and product level to maximize our agent workforce with specialized skillsets.Manages contact centre system access management process to ensure that the teams are well equipped and empowered to handle the customer interactions. Participate in performance reviews, capacity planning sessions and transaction evaluation and assessment sessions to drive performance improvement. Develop and deploy world-class training that supports the customer care services and sales channels improving frontline agent performance, across voice and non-voice channels.Initiate, implement, drive, and measure pro-active churn reduction training and development strategies and plans.Champion changes, through working with the operations and key stakeholders to ensure successful implementation and quickly escalate any potential roadblocks.Serve as the LLA contact center liaison with new acquisitions to ensure a proper integration on care platforms and processes Knowledge and Experience: 10+ years sr.

management experience in cable, broadband or communications industries.Experience in process mapping and process improvement methodologiesWorking knowledge of contact centre transaction and processesExperience with managing projects and performance improvement plans.Understand workforce managementStrong written and verbal communication skills, English and SpanishAbility to form strong business relationships across multiple locations.Proven ability to operate flexibility in complex and dynamic working environmentExcellent communications, presentation & interpersonal skills.Demonstrable ability to empower and motivate individuals at all levels of the organization.Team player with the ability and desire to work out problems when they occur.Excellent organizational and analytical abilitiesWho We AreWe 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 VTR, Flow, Liberty, Ms Mvil, BTC, and Cabletica. We started small, and now were growing. Were excited about the future as we strive to unlock opportunities in the region.Why join usTechnology excites us enables us and drives us. Were 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 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.