Job Description

Overview:
What's The Role
The Supervisor of Service Support is responsible for overseeing day-to-day operations within the service support team, ensuring high-quality service delivery and effective performance monitoring. This role involves collaborating with various departments, addressing escalated customer issues, and implementing continuous improvement initiatives to enhance service standards. Responsibilities:
What You'll Do

• Performance Monitoring: Oversee daily operations, ensuring that service levels meet established KPIs and quality standards.
• Team Leadership: Lead, mentor, and motivate the service support officers to achieve high performance and outstanding customer satisfaction.
• Cross-Department Collaboration: Work closely with B2B Contact Centres, sales, product management, B2C and other teams to facilitate seamless service delivery.
• Incident Management: Define and implement processes to monitor and manage all service incidents and requests, ensuring timely resolution.
• Quality Assurance: Utilize quality assurance methodologies to assess service quality and provide feedback for improvement.
• Escalation Handling: Address complex service issues escalated by team members or customers, providing expert guidance and resolution.
• Customer Communication: Ensure proactive communication regarding service disruptions and updates to affected customers.
• Continuous Improvement: Identify opportunities for process enhancements and implement best practices to improve service efficiency and effectiveness.
• Reporting and Metrics: Define, track, and analyze key performance indicators (KPIs) to assess team performance and service quality.
• Customer Education: Educate customers on service processes and support options, enhancing their engagement and satisfaction.

Qualifications:
Knowledge & Experience

• Bachelor's degree in a related field (e.g., Business, Information Technology).
• Minimum of 5 years in a supervisory role within an ICT or ISP environment.
• Strong understanding of ICT and telecommunications, particularly in service support
• Demonstrated ability to lead teams effectively, fostering a culture of accountability and excellence
• Proven track record of delivering exceptional customer service and addressing client needs.
• Ability to analyze data and trends to inform decision-making and service improvements.
• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely

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 VTR, Flow, Liberty, Mas Movil, BTC, and Cabletica. 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 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