Job Description

Overview:
What's The Role
The Supervisor of Retention in Kingston, Jamaica is responsible for managing daily operation of churn mitigation actions and initiatives for B2B SMB customers in the Caribbean Region. This on-site role is focused on understanding customer behavior, identifying potential churn risks, and implementing proactive strategies to retain customers. This position involves data analysis, customer segmentation, and collaboration with various departments to prevent churn and ensure a positive customer experience, building customer loyalty.
The Supervisor of Retention must work with the B2B team closely with and interact with different areas such as: Product, Marketing, CX, Commercial, and IT to embed customer retention as a core business priority. Responsibilities:
What You'll Do
Key Responsibilities
Strategic Leadership & Vision

• Responsible for leading your assigned team to achieve operational targets for any active or reactive churn management initiatives such as Welcome, 40 Days, Customer Experience Advocates, Early life Churn, E-Billing and other program types.
• Engage with team members through a structured coaching routine which facilitates skilled constructive feedback for each team member, driving them to achieve maximum results. Maintaining performance scorecards for each person.
• Continuously evaluate and refine proactive and reactive churn prevention strategies based on results and feedback.
• Gather feedback from customers to understand their needs and concerns. Utilize this feedback to improve products/services and enhance customer satisfaction, thereby reducing churn.
• Use NPS to help improve customer satisfaction and help CX team to resolve detractors.
• Generate regular reports on churn prevention efforts, customer feedback, and the effectiveness of proactive and reactive strategies. Present findings to senior management to drive data-driven decision-making.
• Inspire, motivate, develop, and drive the team to surpass current targets while promoting career development.
• 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.
• Take actions to positively enforce Team Culture and drive high level of team engagement.
• Utilize Reward and Recognition programs/techniques to drive high performance and employee engagement and satisfaction 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.
• Lead by Example through taking customer calls on the queue at set periods of time.
• Other duties as assigned by senior B2B management.

Core Competencies

• Strategic Agility: Adept at navigating complex business environments and aligning teams around long-term goals.
• Executive Communication: Confident and clear communicator able to influence senior stakeholders and align cross-functional agendas.
• Customer-Centricity: Deep empathy for customer needs and ability to translate that into scalable commercial action.
• Change Leadership: Proven ability to drive transformation and embed new behaviors, systems, and processes.
• Innovation & Growth Mindset: Champion of experimentation and continuous improvement
• Team player, builder, and solution oriented.
• Able to speak with customers and manage high pressure.
• Timely action person.

Qualifications:
What You'll Need

• 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.
• Sound understanding of Coaching Techniques, Emotional Intelligence and Conflict Resolution
• Understanding of Churn Management and Customer Experience

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 Networks, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Cable & Wireless, Cable & Wireless Business, Bahamas Telecommunication (BTC), FLOW, VTR, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Mas Movil. We started small, and now we're growing. We're excited about the future as we strive to unlock opportunities in the region
Why Join Us
Technology 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 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.
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Skills Required