**What's The Role** Supervise the coordination of service provisioning and support activities for C&W Business customers. This **B2B Sales Support Supervisor** in **Grand Cayman** role involves managing a team to ensure efficient service delivery, customer satisfaction, and the resolution of service-related issues. **What You'll Do** **Service Provisioning:** + Lead the team in coordinating service delivery and maintenance tasks, collaborating with internal stakeholders. + Manage service management initiatives to enhance customer satisfaction, retention, and business continuity. + Utilize Backoffice tools to coordinate activities (faults, orders, queries) and ensure timely completion within SLAs. + Act as a single point of contact for the team on assigned service issues, providing guidance until resolution. + Investigate and isolate issues from fault reports, identify root causes, and implement permanent solutions. + Provide ongoing service improvement reports and action plans for major service issues. + Ensure timely and clear updates to sales executives and customers on managed work orders, faults, and queries. + Assist in preliminary checks to ascertain reported issue details before coordinating with stakeholders. **Sales Support:** + Supervise Support Team Members to ensure efficient field force provision and service restoration. + Oversee team performance in timely response to queries, service orders, and obtaining customer feedback. + Promptly answer the premier hotline and designated team number, ensuring excellent customer experience. + Efficiently manage leave, attendance, stock, daily cash deposits, and conduct audits as required. + Provide periodic reports tracking KPIs measuring customer service operational matrices. + Escalate known issues impacting customer experience and support continuous improvement efforts. + Ensure adherence to Health & Safety, Security practices, and other business policies and procedures. + Develop team members through training, coaching, and mentoring for optimal colleague engagement. **What You'll Need** **Experience and Qualifications:** + Bachelor’s degree in management studies OR equivalent qualification and or experience. + Minimum of five (5) years working experience in the telecommunications industry, preferably in customer service OR minimum of (3) three years with a proven track record of superb performance and productivity.. + Knowledge of customer service operations, service delivery, and telecoms products. + Strong planning, organizational, and project management skills. + Proficiency in MS Office applications and relevant role-specific tools (Salesforce, Liberate, Cerillion, SCCD). + Excellent oral/written communication, technical, and problem-solving skills. + Strong leadership, team collaboration, and commitment to ongoing training and development. + Customer service training **Skills, Abilities, and Aptitude:** + Ability to work under pressure and develop in-depth knowledge of customer business. + Commercial awareness, professional approach, and strong work ethic. + Goal-oriented self-starter with a proven track record in achieving targets and motivating team members. + Attention to detail, solid administrative, reporting, research, analytical, and troubleshooting skills. + Positive attitude, motivation, ambition, and flexibility in a changing environment. **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, Liberty Networks, Liberty Caribbean, Cable & Wireless, Cable & Wireless Business, BTC, FLOW, VTR, Liberty ICT, Liberty 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 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 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._ **What You'll Need** **Experience and Qualifications:** + Bachelor’s degree in management studies OR equivalent qualification and or experience. + Minimum of five (5) years working experience in the telecommunications industry, preferably in customer service OR minimum of (3) three years with a proven track record of superb performance and productivity.. + Knowledge of customer service operations, service delivery, and telecoms products. + Strong planning, organizational, and project management skills. + Proficiency in MS Office applications and relevant role-specific tools (Salesforce, Liberate, Cerillion, SCCD). + Excellent oral/written communication, technical, and problem-solving skills. + Strong leadership, team collaboration, and commitment to ongoing training and development. + Customer service training **Skills, Abilities, and Aptitude:** + Ability to work under pressure and develop in-depth knowledge of customer business. + Commercial awareness, professional approach, and strong work ethic. + Goal-oriented self-starter with a proven track record in achieving targets and motivating team members. + Attention to detail, solid administrative, reporting, research, analytical, and troubleshooting skills. + Positive attitude, motivation, ambition, and flexibility in a changing environment. **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, Liberty Networks, Liberty Caribbean, Cable & Wireless, Cable & Wireless Business, BTC, FLOW, VTR, Liberty ICT, Liberty 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 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 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._ **What You'll Do** **Service Provisioning:** + Lead the team in coordinating service delivery and maintenance tasks, collaborating with internal stakeholders. + Manage service management initiatives to enhance customer satisfaction, retention, and business continuity. + Utilize Backoffice tools to coordinate activities (faults, orders, queries) and ensure timely completion within SLAs. + Act as a single point of contact for the team on assigned service issues, providing guidance until resolution. + Investigate and isolate issues from fault reports, identify root causes, and implement permanent solutions. + Provide ongoing service improvement reports and action plans for major service issues. + Ensure timely and clear updates to sales executives and customers on managed work orders, faults, and queries. + Assist in preliminary checks to ascertain reported issue details before coordinating with stakeholders. **Sales Support:** + Supervise Support Team Members to ensure efficient field force provision and service restoration. + Oversee team performance in timely response to queries, service orders, and obtaining customer feedback. + Promptly answer the premier hotline and designated team number, ensuring excellent customer experience. + Efficiently manage leave, attendance, stock, daily cash deposits, and conduct audits as required. + Provide periodic reports tracking KPIs measuring customer service operational matrices. + Escalate known issues impacting customer experience and support continuous improvement efforts. + Ensure adherence to Health & Safety, Security practices, and other business policies and procedures. + Develop team members through training, coaching, and mentoring for optimal colleague engagement.