Customer Service Centre Supervisor

About the role

The regional CSC Supervisor in Trinidad for Liberty Business leads a team of CSC Engineers to deliver operational excellence and high customer satisfaction. This role combines strategic leadership, performance management, and continuous improvement across the Customer Service Centre.

Key responsibilities

• Develop and implement operational strategies, initiatives and performance plans to meet business objectives and service level targets.
• Manage day‑to‑day CSC operations, quality processes, case management oversight, reporting and service performance measurement.
• Set clear goals, priorities and performance expectations for team members and ensure alignment with departmental objectives.
• Monitor and improve KPIs such as 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 and process inefficiencies, and develop corrective action plans.
• Coach, mentor and evaluate CSC Engineers through feedback sessions, performance reviews and development plans.
• Manage escalations and coordinate with internal teams, vendors and stakeholders to resolve customer‑impacting issues.
• Promote continuous improvement, ITIL‑aligned practices and knowledge‑sharing across the team.

Required profile

• Proven leadership experience in a customer service or call‑center environment.
• Strong performance‑management and coaching skills.
• Excellent stakeholder engagement and communication abilities.
• Analytical mindset with a focus on process improvement and risk mitigation.
• Familiarity with ITIL frameworks and service‑level management.

Required skills

• ITIL

What we offer

• Opportunity to lead a regional team in a dynamic telecom environment.
• Professional development and career growth pathways.
• Competitive compensation package.