Summary: Responsible for handling the Net Promoter Score (NPS) system and surveys, customer journey improvement projects, big data analysis to find opportunities for process improvements, development of self-care tools for customers. The focus of projects should be to ensure the NPS survey programs runs smoothly, all relevant personnel have the appropriate access to the NPS system and are engaged with the program, increase the NPS and loyalty of our customers, and make processes easier and leaner both for our customers and our customer service personnel. Essential Duties and Responsibilities include, but are not limited to, the following: Review NPS surveys on a recurrent basis to ensure that the relevant happiness drivers are being measured, that any product and/or service changes are reflected in surveys, and keep up to date with the NPS system vendor updates and roadmap for surveys. Ensure that NPS dashboards reflect all the questions measured in the surveys and tailor dashboards as needed to the requirements of management, Customer Experience team, and operational areas. Coordinate with NPS system vendor improvements that are part of the roadmap for additional channels for interacting with the system, collecting customer feedback, and analyzing results. Measure and monitor customer happiness metrics, including NPS, call and store visit reasons, billing-related data, technical assistance metrics, garner insights on consumer behavior to drive actionable next steps. Map customer journeys to identify gaps in customer expectations vs. current delivery of service, develop project plans to address them, and lead the projects, as well as act as a key contributor. Establish a trusted/strategic advisory relationship with supervisors and peers across the customer service areas. Develop and document customer service and customer self-care processes, train trainer on them, and ensure the knowledge management system and customer self-care portals are kept updated with the latest and most accurate information. Design, redact, launch, and monitor transactional customer notifications. Determine performance gaps and identify appropriate solutions to improve first call resolution, trouble call reduction and operational efficiencies, identify key success measures, and collaborates with business owners and subject matter experts responsible for ensuring implementation of recommendations. Trains agents in the standard methodologies on first call resolution and Amazing Customer Experience principles. Demonstrates and ensures compliance with all Liberty Latin America's policies and procedures including the Code of Conduct and Liberty safety standards and procedures. Other functions may be assigned. Skills you'll Use Every Single Day: Adaptability and Flexibility Creativity and Innovation Customer Focus Initiative Company Ambassadorship Integrity and Ethics Learning Orientation Results Orientation Quality Orientation Collaboration and Teamwork Job Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Customer Focus Critical Thinking Active Listening Attention to detail Oral Communication Problem Solving Influence & Persuasion Business Insight Education and/or Experience: Bachelor's degree in business administration or engineering. Database management skills intermediate level Programming skills highly desirable Project management training and courses. Capacity to analyze data to form accurate conclusions and provide thorough and concise communications that support findings. Other Qualifications: Strong math skills. Strong analytical abilities and mentality to identify key avenues for growth. Strong verbal, presentation, and written communication skills. Highly organized and detail oriented. Ability to work with cross-functional teams and influence decisions and inspire change. Ability to strive in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations. Go-getter self-starter with deep understanding of key customer success concepts and passion for working with customers. Confirmed ability to analyze problems and solve them creatively. Fully Bilingual (Spanish and English). Computer knowledge, Microsoft Office. Deep understanding and strong skills in Excel, Power Point, and database management systems. Customer focus and service oriented. Travel Requirements: Local Travel: Might travel on an ad-hoc basis to other Liberty locations across Puerto Rico. Mileage and tolls will be reimbursed, but the employee needs to have a car to fulfill such trips independently. Overnight stay might be required as well (hotel accommodations and per diem for meals will be reimbursed). U.S. and International Travel: The position is required to travel to US-based and international locations as needed for work-related meetings and conferences. The employee needs to have an active passport and maintain it active throughout his/her employment with the Company. Flight expenses will be covered for, and hotel and per diem for meals will be reimbursed. Physical Demands: The physical demands described here are representative of those that need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. While performing the duties of this Job, the employee is regularly required to sit and talk or hear and frequently required to stand and walk. Also occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision. Should be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in is usually quiet. Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault or stalking. 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. We are constantly hiring Amazing people. If you are a passionate about your career, we want to hear from you. Assessment, background check and drug test will be required to successful candidate. Associated topics: analyst, analyze, bi, business, business analytic, business finance, financial analyst, investment analyst, investment analytics, monitor
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.