Outsource Contact Center Analyst

What's the role?

In this role, you will support the Outsource Contact Center Manager in ensuring that Business Process Outsource (BPO’s) companies provide customer service to Liberty customers, operate effectively and efficiently in compliance with the desired important metrics and Key Performance Indicators. Responsible for day-to-day coordination with BPO contact persons to ensure compliance with headcount, efficiency, and quality metrics. In addition, will be required to drive and coordinate initiatives that promote higher NPS, recruitment and training initiatives, and continuous learning activates. Also, will prepare regular metrics dashboard, analyze variances, and suggest recommendations based on trends.

How can you add value?

• Collaborate closely with outsourcing counterparts to ensure alignment of operational critical metrics, key performance indicators activities and special initiatives.
• Monitor performance of suppliers based on the qualitative and the quantitative metrics.
• Maintain thorough and complete critical metric reports highlighting quality and efficiency metrics, such as NPS, SL’s, Abandon Rate, Average Speed of Answer, First Contact Resolution, QA scores, among others. Reports should be prepared both at the BPO level and all the way down to the agent level.
• Monitor and report on quality metrics, deep dive and identify trends/root causes
• Analyze individual and team scores to identify training and improvement opportunities.
• Provides updates to the operations team and maintains and verifies the consistency of efficiency and quality standards.
• Maintain operation standards by reaching unit objectives and ensuring high quality.
• Accountable for ensuring quality and effectiveness of Outsource Contact Center Representatives communication with customers bringing resolution in effective manner.
• Responsible for ensuring excellent customer service and happiness by working together with the Quality and Training Departments of Liberty and the BPO’s to coach and develop agents and provide feedback regarding areas of improvement and development for outsource employees.
• Monitor that customer service processes are properly followed and develop action plans to ensure 100% adherence to processes.
• Provide continuous review and enhancement of established customer service quality stands.
• Responsible for managing, understanding, and integrating the data accumulated through transactional audits of processes in order to identify critical trends and make meaningful, timely recommendations to leadership and applicable business units.
• Participate in design of interaction monitoring formats and quality standards.
• Provide feedback and assistance to contact center team managers, team leaders and representatives for them to understand new policies and procedures for quality.
• Surface recurring problems with work processes, policies, and procedures; contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Participate in all calibration sessions for outsource contact center staff.
• Ensure adherence to high NPS standards in contact center transactions by using on NPS data to determine “Amazing Customer Experience” standard methodologies and drive initiatives aligned with this objective. Ensure adherence to the NPS closed loop program in the BPO’s.
• Document overall performance scores and identifies key, recurring issues across the department. Results are compiled in a unified monthly report presented to Manager.
• Review, build and develop recommendations to eliminate root causes of customer dissatisfaction, and provides that information to site and client. Work with key partners to implement the new solutions. Create huddle materials to train Customer Care representatives in areas that have affected our First Contact Resolution (FCR) scores.
• Monitor the results / impacts of process improvements, new initiatives, and pilot programs. Take action steps if necessary.
• Review, audit, and submit first approval of BPOs service invoices
• Ensure that the departmental procedures are followed with local regulatory board standards.
• Demonstrate and ensure 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.

What do you need?

Education and/or Experience:

Bachelor’s degree in related field.

2-5 years of related industry customer service/contact center supervisory experience preferred, especially in support functions such as WFM, Quality, Training, Reporting.

Experience in Procedure Development and Process Improvement.

Other Qualifications:

• Excellent Communication Skills, orally and in writing.
• Customer happiness focus and service oriented.
• Willing to travel.
• Strong commercial insight. Inductive and deductive reasoning.
• Ability to acquire, manage and analyze data, define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work independently with minimal supervision and in a team environment to manage the completion of multiple duties or tasks simultaneously.
• Ability to maintain the highest level of confidentiality.
• Ability to lead, direct, mentor, and motivate others.
• Outstanding ability to prioritize and work in a multi-tasked environment.
• Ability to adapt to a flexible schedule.
• Computer-literate (Microsoft Office, Contact Center Systems, Reporting Systems).
• Knowledge of tools, concepts and methodologies of QA.
• Fully Bilingual (English and Spanish)

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.