Director, Performance Optimization and Vendor Management
LLA
Panama
hace 1 día

What's the role :

The Performance Optimization and Vendor Management Director is a key LLA corporate position responsible for working with all local and corporate digital, marketing, product, sales, customer care and online departments to ensure, and where lacking create, the best possible customer experience within the set of agreed financial targets

What you'll do :

  • Develop and help to implement the Latin American Contact Center Performance Optimization and Vendor Management strategy as well as the local implementation plans driven by sound and proven business cases.
  • Develop the strategy and approach for maximizing the performance of Contact Centers across LLA.
  • Develop customer success strategies and manage new customer-centric features and products
  • Drive KPI improvement by establishing a KPI Command Center servicing all global contact centers (BPO and Internal)
  • Build and provide a frequent management report / overview on Contact Center performance and pro-actively propose improvement plans and products accompanied by associated signed-off business cases.
  • Build LLA dashboards with KPI’s (Daily / Weekly / Monthly reporting, deep dive insight analyses), and push to the Business Operations director and OPCOS to drive upon deviations.
  • Develop and implement a pro-active care performance improvement strategy in our markets, including delivery of transformation plans and capabilities for vendor management / partnering, technology, operations, and channels.
  • Develop, propose and help implement the ideal, future proof, organizational setup vendor relationship and setup for customer centric driven local call center organizations.
  • Regularly visit vendor sites for relationship building, performance reviews and to assess overall program health; from employee experience to processes and best-practices.
  • Understand reporting needs and request appropriate data analysis on metrics performance for internal stakeholders and leadership.
  • Serve as the primary point of contact for issues related to overall vendor performance and quality to effectively resolve escalations and provide solutions to vendors.
  • Establish and solidify business plans and roadmaps as it pertains to recruiting, hiring, training and product knowledge management (vendor management governance).
  • Knowledge and Experience :

  • Bachelor’s Degree in Engineering, Business Admin, or similar
  • Fluent in English (verbal and written).
  • 10+ years sr. management experience in cable, broadband or communications industries.
  • Knowledge of vendor, outsourcing and customer care strategies.
  • Proficiency in financial modelling and analysis.
  • Strong working relationship with management / senior management level within Strategic Marketing, Sales & Care, Corporate Communications, POMG, CIO, CTO, CNO and LLA’s Country Operations.
  • Strong written and verbal communication skills, English and Spanish, ability to form strong business relationships across multiple locations.
  • Proven ability to operate flexibility in complex and dynamic working environment
  • Excellent 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 track record in team management.
  • Analytical and concise approach with ability to quickly move from analysis to action.
  • Highly pragmatic self-starter with impressive delivery performance record.
  • Proven ability to operate flexibility in complex and dynamic working environment
  • 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, Más Móvil, 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. We re 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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