Senior Manager of CX Agent Performance (Training & Development)

Liberty Latin America Communications, Inc. • PR

109d

About The Position

The Senior Manager CX Performance leads our Agent Performance team, focusing on training, quality, and knowledge management. This role involves managing a team of 8 people and implementing AI solutions to improve frontline performance. You will provide training and performance management, using technology to boost efficiency in contact centers and stores.

Requirements

• Bachelor’s degree in human resources, Learning and Development, Organizational Psychology or relevant field is required.
• Six to nine years of experience in the Learning Management sector working for either a Talent & Development area or as part of a Learning team adopting enterprise-grade LMS solutions.
• Five years of experience leading customer-facing programs.
• Fully Bilingual (Spanish and English).
• Proficient at developing content in various formats - written, video, in-product messaging etc.
• Creative, resourceful, detail oriented, and well-organized.
• Strong standout colleague, a self-starter who thrives in a fast-paced, high-growth start-up environment.
• Self-driven, high energy leader with excellent cross functional collaboration skills.
• Flourishes when given responsibility and a sense of ownership.
• Previous success in building and/or leading a customer community program.
• Background in L&D, including instructional design, training, or similar fields.
• Prior experience managing personnel in the area of content development and instructional design.
• Background and expertise in the field of both LMS and learning content development.

Responsibilities

• Manage a team of 8 people, guide their work, and ensure training programs meet operational goals.
• Monitor quality assurance efforts, improve FCR and NPS, and ensure accurate documentation of procedures and materials.
• Lead efforts to introduce AI for training, quality audits, and knowledge management.
• Work with IT to integrate AI into processes and analyze data to improve agent performance.
• Manage and improve training tools for frontline agents, ensuring they align with company goals.
• Identify skill gaps and create targeted training solutions.
• Monitor quality protocols and focus on improving FCR and NPS.
• Ensure agents follow operational processes and maintain high customer service standards.
• Supervise the team responsible for keeping procedures and job aids up to date.
• Use AI to improve how agents access and use knowledge materials.
• 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.
• Perform other functions that may be assigned.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree