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Project Manager – Contact Center Innovation and Technology Operations

Identificación del trabajo: 2021-38713 Panama City, Panamá Categoría: Servicio-al-Cliente
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NUESTRA CULTURA

Nuestro éxito depende de nuestra personas. Lo que nos conecta, nos une y nos hace ser “NOSOTROS” es la pasión y el orgullo que tenemos por crear momentos importantes para nuestros clientes. Es por ello que en cualquier lugar que se desees comenzar una carrera a Liberty Latin America, todos nos guiamos por una visión, filosofía y principios compartidos que nos permiten dar vida a nuestra cultura. Damos lo mejor y lo hacemos con espíritu.

  • Toma de riesgos Estamos facultados para asumir riesgos para nuestros clientes y entre nosotros. Cometer errores está bien.
  • Respetuoso Tratamos a otros como queremos ser tratados. Es agradable ser importante, pero es más importante ser amable.
  • Honesto Somos honestos con los demás pero, lo que es más importante, somos honestos con nosotros mismos.
  • Trabajador Trabajamos duro para nuestros clientes, colegas e inversores.
  • Disciplinado Somos consistentes y medimos nuestro rendimiento. Los compromisos son importantes para nosotros.

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Quote

Lo que me encanta de nuestra cultura son las oportunidades que creamos para que nuestros empleados desarrollen sus carreras con nosotros y la pasión que tenemos por el crecimiento. Me encanta ver a las personas estirarse y desafiarse a sí mismas, trabajando fuera de su zona de confort y floreciendo como resultado. Haciendo grandes cosas para su autodesarrollo, sus familias, nuestro negocio y nuestros clientes.

Kerry Scott, Chief People Officer

Descripción del trabajo

What’s the role:

The Project Manager – Contact Center Innovation and Technology Operations will be responsible for leading, managing and transforming day-to-day and new technology platform and operations change requests into projects that can be tracked and managed end-to-end. This role will serve as a liaison for a wide range of operational projects and activities varying in scale, ensuring tactical and timely execution of all deliverables.

Knowledge & Experience

  • Bachelor’s Degree in IT, Business, Project Management or Telecommunications.
  • Master’s degree considered an asset.
  • PMIs PMP or PgMP highly desirable.
  • Agile Project Management and Six Sigma (Green Belt +) certification or training are considered key assets.

 

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 VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

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 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.

What you’ll do:

  • Lead the conception, scope definition, and execution of various types of strategic and operational business transformation initiatives, ranging from Process Improvement to corporate and operational strategy.
  • Deliver fully scoped and granular-detailed Project Plans, covering all stages and sub-stages of the project lifecycle (Initiate, Planning, Execution, Monitoring and Control, Closing) and considering all dependencies, impacts and potential risks to the project. 
  • In Agile Projects, facilitate the ceremonies for planning, stand-ups, reviews, and retrospectives with team and Product Owner, helping to organize and lead the backlog grooming sessions and be able to conduct remedial training if necessary.
  • Anticipate bottlenecks, provide management escalation, project prioritization, make trade-offs, balance the business needs versus technical constraints regarding Contact Center projects by utilizing business intelligence (BI) data, tools and techniques. 
  • Performs financial oversight, analysis, management, and cost control for projects. 
  • Ensure a seamless transition from project implementation to the business, avoiding disruption that can impact the business operations or customers.
  • Coordinate’s meetings to review project plan, project deliverables and expectations as well as plan and re-strategize as needed.
  • Provide status reporting regarding project milestones, deliverables, dependencies, risks, issues, and success metrics, communicating across all organizational levels, including leadership.

What’s the role:

The Project Manager – Contact Center Innovation and Technology Operations will be responsible for leading, managing and transforming day-to-day and new technology platform and operations change requests into projects that can be tracked and managed end-to-end. This role will serve as a liaison for a wide range of operational projects and activities varying in scale, ensuring tactical and timely execution of all deliverables.


What you’ll do:

  • Lead the conception, scope definition, and execution of various types of strategic and operational business transformation initiatives, ranging from Process Improvement to corporate and operational strategy.
  • Deliver fully scoped and granular-detailed Project Plans, covering all stages and sub-stages of the project lifecycle (Initiate, Planning, Execution, Monitoring and Control, Closing) and considering all dependencies, impacts and potential risks to the project. 
  • In Agile Projects, facilitate the ceremonies for planning, stand-ups, reviews, and retrospectives with team and Product Owner, helping to organize and lead the backlog grooming sessions and be able to conduct remedial training if necessary.
  • Anticipate bottlenecks, provide management escalation, project prioritization, make trade-offs, balance the business needs versus technical constraints regarding Contact Center projects by utilizing business intelligence (BI) data, tools and techniques. 
  • Performs financial oversight, analysis, management, and cost control for projects.
  • Ensure a seamless transition from project implementation to the business, avoiding disruption that can impact the business operations or customers.
  • Coordinate’s meetings to review project plan, project deliverables and expectations as well as plan and re-strategize as needed.
  • Provide status reporting regarding project milestones, deliverables, dependencies, risks, issues, and success metrics, communicating across all organizational levels, including leadership.

Knowledge & Experience

  • Bachelor’s Degree in IT, Business, Project Management or Telecommunications.
  • Master’s degree considered an asset.
  • PMIs PMP or PgMP highly desirable.
  • Agile Project Management and Six Sigma (Green Belt +) certification or training are considered key assets.

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 VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

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 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.


aplicando AQUÍ

Queremos que su proceso de solicitud de trabajo sea lo más simple y claro posible.
Esto es lo que puede esperar cuando presente la solicitud:

  • 1. Su solicitud inicial

    Una vez que haya encontrado una posición adecuada, siga las instrucciones en pantalla y envíe la información requerida.

  • 2. Nuestra primera revisión

    Uno de nuestros Consultores de Adquisición de Talentos revisará su solicitud y se comunicará con usted si creemos que es una buena opción.

  • 3. Su entrevista

    Programaremos un horario para reunirnos virtualmente o en persona. Dependiendo de la posición y del mercado, podremos tener más de una entrevista.

  • 4. Oferta de trabajo

    Si tiene éxito en el proceso de entrevista, nos pondremos en contacto para hacerte una oferta de empleo.

  • 5. Onboarding

    Si aceptas nuestra oferta, acordaremos una fecha para que se una al equipo, con una sesión de incorporación que se realizarán durante las primeras semanas en la empresa.

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