CSC Supervisor

What's The Role The regional CSC Supervisor in Trinidad for Liberty Business is responsible for leading, developing, coaching, and managing CSC Engineers to achieve operational excellence, customer satisfaction, contractual obligations, and departmental KPIs. The role provides day-to-day leadership, performance management, quality oversight, stakeholder engagement, and continuous service improvement across Customer Service Centre operations.

What's The Role Lead and implement operational strategies, initiatives, and performance plans that enable the team to achieve business objectives, service levels, and quality targets. Manage day-to-day CSC operations, quality processes, case management oversight, reporting, and service performance measurement. Establish clear goals, priorities, and performance expectations for team members and ensure alignment with departmental and organisational objectives.

Monitor and improve key performance indicators including SLA compliance, customer satisfaction, productivity, quality scores, case ageing, first-contact resolution, and escalation management. Provide regular operational and performance reporting to leadership on a weekly and monthly basis. Identify performance gaps, operational risks, process inefficiencies, and improvement opportunities, and develop corrective action plans.

Deliver exceptional internal and external customer service through effective communication, issue ownership, and proactive stakeholder engagement. Coach, mentor, develop, and evaluate CSC Engineers through regular feedback sessions, performance reviews, development plans, and career guidance. Manage escalations and coordinate with internal teams, vendors, and stakeholders to ensure timely restoration and resolution of customer-impacting issues.

Promote continuous improvement, operational excellence, ITIL-aligned practices, and knowledge-sharing across the team. Ensure accurate documentation, adherence to processes, compliance requirements, and reporting standards. Lead and implement operational strategies, initiatives, and performance plans that enable the team to achieve business objectives, service levels, and quality targets.

Manage day-to-day CSC operations, quality processes, case management oversight, reporting, and service performance measurement. Establish clear goals, priorities, and performance expectations for team members and ensure alignment with departmental and organisational objectives. Monitor and improve key performance indicators including SLA compliance, customer satisfaction, productivity, quality scores, case ageing, first-contact resolution, and escalation management.

Provide regular operational and performance reporting to leadership on a weekly and monthly basis. Identify performance gaps, operational risks, process inefficiencies, and improvement opportunities, and develop corrective action plans. Deliver exceptional internal and external customer service through effective communication, issue ownership, and proactive stakeholder engagement.

Coach, mentor, develop, and evaluate CSC Engineers through regular feedback sessions, performance reviews, development plans, and career guidance. Manage escalations and coordinate with internal teams, vendors, and stakeholders to ensure timely restoration and resolution of customer-impacting issues. Promote continuous improvement, operational excellence, ITIL-aligned practices, and knowledge-sharing across the team.

Ensure accurate documentation, adherence to processes, compliance requirements, and reporting standards. Strong leadership, relationship management, and performance management skills. Excellent customer service focus and business acumen. Strong written and verbal communication skills with the ability to communicate effectively at all organisational levels.

Ability to motivate, coach, and develop team members. Highly organised, detail-oriented, and results-driven. Ability to prioritise effectively and perform under pressure in a fast-paced environment. High level of integrity, professionalism, accountability, and ownership. Self-motivated with the ability to work independently and make sound decisions.

Ability to work on-call. Ability to work outside of regular business hours.

What You'll Need

Bachelor’s degree in Information Technology, Information Systems Management, Business Information Technology, Business Management, or a related discipline. ITIL Foundation certification preferred. Knowledge of project management methodologies and service management frameworks. Relevant leadership, quality management, or service delivery certifications are an asset.

Minimum of 4 years of relevant professional experience in a service desk, customer support, technical support, or operations environment. Previous supervisory or team leadership experience preferred. Demonstrated experience in incident, problem, change, and service management processes. Experience managing KPIs, SLAs, quality metrics, and operational reporting.

Strong understanding of customer service, technical support operations, and escalation management. Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Visio. 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 Liberty Latin America, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Bahamas Telecommunication (BTC), FLOW, Liberty Networks, Liberty Communications(Puerto Rico & USVI), Liberty Costa Rica, and Más Móvil.

We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the región 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 a 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.

#LI-KW1 What's The Role Lead and implement operational strategies, initiatives, and performance plans that enable the team to achieve business objectives, service levels, and quality targets. Manage day-to-day CSC operations, quality processes, case management oversight, reporting, and service performance measurement.

Establish clear goals, priorities, and performance expectations for team members and ensure alignment with departmental and organisational objectives. Monitor and improve key performance indicators including SLA compliance, customer satisfaction, productivity, quality scores, case ageing, first-contact resolution, and escalation management.

Provide regular operational and performance reporting to leadership on a weekly and monthly basis. Identify performance gaps, operational risks, process inefficiencies, and improvement opportunities, and develop corrective action plans. Deliver exceptional internal and external customer service through effective communication, issue ownership, and proactive stakeholder engagement.

Coach, mentor, develop, and evaluate CSC Engineers through regular feedback sessions, performance reviews, development plans, and career guidance. Manage escalations and coordinate with internal teams, vendors, and stakeholders to ensure timely restoration and resolution of customer-impacting issues. Promote continuous improvement, operational excellence, ITIL-aligned practices, and knowledge-sharing across the team.

Ensure accurate documentation, adherence to processes, compliance requirements, and reporting standards. Lead and implement operational strategies, initiatives, and performance plans that enable the team to achieve business objectives, service levels, and quality targets. Manage day-to-day CSC operations, quality processes, case management oversight, reporting, and service performance measurement.

Establish clear goals, priorities, and performance expectations for team members and ensure alignment with departmental and organisational objectives. Monitor and improve key performance indicators including SLA compliance, customer satisfaction, productivity, quality scores, case ageing, first-contact resolution, and escalation management.

Provide regular operational and performance reporting to leadership on a weekly and monthly basis. Identify performance gaps, operational risks, process inefficiencies, and improvement opportunities, and develop corrective action plans. Deliver exceptional internal and external customer service through effective communication, issue ownership, and proactive stakeholder engagement.

Coach, mentor, develop, and evaluate CSC Engineers through regular feedback sessions, performance reviews, development plans, and career guidance. Manage escalations and coordinate with internal teams, vendors, and stakeholders to ensure timely restoration and resolution of customer-impacting issues. Promote continuous improvement, operational excellence, ITIL-aligned practices, and knowledge-sharing across the team.

Ensure accurate documentation, adherence to processes, compliance requirements, and reporting standards. Strong leadership, relationship management, and performance management skills. Excellent customer service focus and business acumen. Strong written and verbal communication skills with the ability to communicate effectively at all organisational levels.

Ability to motivate, coach, and develop team members. Highly organised, detail-oriented, and results-driven. Ability to prioritise effectively and perform under pressure in a fast-paced environment. High level of integrity, professionalism, accountability, and ownership. Self-motivated with the ability to work independently and make sound decisions.

Ability to work on-call. Ability to work outside of regular business hours.

What You'll Need

Bachelor’s degree in Information Technology, Information Systems Management, Business Information Technology, Business Management, or a related discipline. ITIL Foundation certification preferred. Knowledge of project management methodologies and service management frameworks. Relevant leadership, quality management, or service delivery certifications are an asset.

Minimum of 4 years of relevant professional experience in a service desk, customer support, technical support, or operations environment. Previous supervisory or team leadership experience preferred. Demonstrated experience in incident, problem, change, and service management processes. Experience managing KPIs, SLAs, quality metrics, and operational reporting.

Strong understanding of customer service, technical support operations, and escalation management. Proficiency in Microsoft Office applications including Word, Excel, PowerPoint, and Visio. 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 Liberty Latin America, Liberty Caribbean, Liberty Business, Liberty Caribbean ICT, Bahamas Telecommunication (BTC), FLOW, Liberty Networks, Liberty Communications(Puerto Rico & USVI), Liberty Costa Rica, and Más Móvil.

We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the región 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 a 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.

#LI-KW1