After nine years of operation, Digicel Group Limited has 10.8 million customers across its 32 markets in the Caribbean, Central America and the Pacific. With revenues of US$2.2 billion, the company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the title sponsor of the Digicel Caribbean Championships and the Copa de Naciones Digicel. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti and Papua New Guinea which focus on educational, cultural and social development programmes.
In 2004, Digicel developed Digicel Rising Stars – an annual talent show to support aspiring young music artists in the Caribbean. The show has spanned the Eastern Caribbean, Haiti, Jamaica and Trinidad & Tobago ranking as one of the top-rated shows.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Honduras, Jamaica, Martinique, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean and has recently acquired a license in French Polynesia
Fonctions
• Recommends and implements changes in basic structure and organization of Customer Relations group to ensure the effective fulfillment of objectives
• Establishes quantifiable Customer Relations goals to ensure the best possible customer service
• Liaise with other departments regarding organizational changes
• Develops and implements policies and procedures to accelerate workflow
• act as liaison between the call center and other key business partners
• Assist in managing and organizing all Front Offices
• Implement processes to identify/track performance trends
• Support 80% service Level Project
• Develop and implement strategies for Call Reduction program
Qualifications Requises
• BA degree from a four year college of university
• Experience in managing a team in a call center
• Leadership and management abilities
• Demonstrates innovation, self-direction and motivation.
• Extensive background in Customer Service with a strong customer focus
• Knowledge in WFM
• Leadership and management abilities
• Ability to work independently.
• Excellent interpersonal (written & verbal) communication skills
• Ability to adapt to change quickly and efficiently
Dossier de candidature doit avoir ...
CV en francais et en anglais + lettre de motivation
