Senior Manager, Control Tower – Contact Center

About the role

As the Senior Manager of the Technical Operations Control Tower, you will head the real‑time command centre that drives repair and installation execution for the Contact Center. You will own intraday decision‑making, exception management and ensure first‑time completion through coordinated customer communication and technician support.

Key responsibilities

• Define and govern the operating model for the Control Tower platform, including BPO management, KPIs, performance targets and reporting.
• Collaborate with Workforce Management to forecast interactions, plan capacity and meet service‑level and dialing‑campaign objectives.
• Lead real‑time Control Tower operations, intervene when execution deviates from plan, and act as single point of accountability during intraday incidents.
• Coordinate integrated execution across scheduling, order assurance and dispatch while eliminating internal silos.
• Analyse performance trends, develop playbooks for critical scenarios and drive recovery actions that protect KPI performance.
• Partner with CX Quality to align scorecards with first‑time order completion goals and uphold Liberty Latin America’s Customer First Philosophy.

Required profile

• Bachelor’s degree.
• 6‑9 years of operations experience, preferably in telecommunications field service, Control Tower, NOC or similar command‑center environments.
• Fully bilingual in English and Spanish.
• Proven track record of leading hands‑on operations and managing BPO partners.

Required skills

• Operational governance and KPI management.
• Capacity planning and workforce management coordination.
• Incident management and real‑time decision making.
• Data‑driven analysis and executive reporting.