B2B Outsource Contact Center Supervisor

What's the role?

As a B2B Outsource Contact Center  Supervisor serves as the primary liaison between Liberty and outsourced customer service operations, ensuring seamless coordination and project alignment. Key responsibilities include monitoring supplier performance, supporting the achievement of operational KPIs, and providing feedback to improve service quality. The role also involves tracking quality metrics, assisting in root cause analysis, and facilitating continuous improvement initiatives.

How can you add value?

• Serve as a day-to-day liaison with outsourced customer service operations, acting as a key contact from Liberty for coordination and support. Includes traveling for onsite visits.
• Collaborate with internal project teams and outsourcing partners to ensure alignment and consistency in project execution.
• Monitor supplier performance using established qualitative and quantitative metrics.
• Support the achievement of operational KPIs (e.g., AHT, Quality Assurance, NPS) by providing feedback and recommendations to outsourced teams.
• Assist in compiling and presenting performance data and relevant insights to management.
• Escalate operational or performance-related issues to internal teams and/or outsourced partners when necessary.
• Track and report quality metrics, conduct basic root cause analysis, and support continuous improvement initiatives.
• Help maintain operational standards by supporting unit objectives and promoting a high standard of service delivery.
• Support quality and effectiveness in customer communications handled by outsourced representatives, ensuring alignment with Liberty standards.
• Contribute to the development of outsourced staff by providing feedback on performance and identifying areas for improvement.
• Participate in regular reviews of customer service standards to support consistency and excellence.

• Assist outsourced partners in escalating internal issues when needed and ensure proper communication flow.
• Take part in call monitoring sessions and help reinforce quality expectations.
• Provide assistance to team leads and supervisors in communicating policy updates and quality standards to their teams.
• Review individual and team performance data to help identify training opportunities.

• 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.

Supervisory Responsibilities:

Directly supervises and provides mentorship. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; coordinating, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

What do you need?

Bachelor’s degree in Science, Business Administration, or related field.

3-6 years experience in customer service experience

Other Qualifications:

• Customer service and technical support – prior contact center experience preferred.
• Outstanding knowledge of Windows operating systems, internet/IP, web browsers, email, and other PC operating and connectivity technologies.
• Experience diagnosing PC hardware, software, operating systems, and cable modem issues.
• Strong communication and positive interpersonal skills.
• Fully bilingual (Spanish and English).
• Customer-focused and service-oriented.
• Solid knowledge of telecommunications, especially troubleshooting in cable, mobile, telephone, and Internet services.
• Ability to thrive in a dynamic, high-pressure environment with proven composure in stressful situations.
• Must be willing and able to travel as required by business needs.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. 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.