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.

Primary objective of the job:
Ensuring that we deliver on our service promises at all points within the delivery chain in our Outsourced 4 call centres and in helping us to carry continuous improvements to the benefit of the customers, the service and the business by providing problem-solving resources and designing, implementing improved process or operational policies.
Number of persons directly Managed/Supervised and their positions:
• 5 to 10 ( 4 outsourced call centres)
Main Duties and Responsibilities:

Customer and Call Centre’s Satisfaction (Outsourced Call Centres)
• To undertake an agreed % of customer surveys each month in order to establish satisfaction levels
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
• Liaise with necessary stakeholders to provide information on policies and procedures and ensure they are respected
• Recruiting and training: Monitor manpower plan to ensure optimum resource availability and customer satisfaction ; Agreed training strategy, Ensure implementation
Managing complaints, issues and providing resolutions (Outsourced Call Centres)
• Responsible for managing customers’ complaints and resolving with further escalation if needed.
• Working with Support Managers and Managers to determine what is and isn’t working and to respond to their input from customers to help us identify better ways of providing service.
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards
Production of Monthly Mgnt Report (Outsourced Call Centres)
• To produce, present and supervise to management team each month on the the following:
• Centre’s KPI objectives (ensure that they are reached based on pre define
• objectives set)
• Customer feedback
• Support manager concerns
• Complaints
• Root cause analysis of customer issues
• Recommendations for improvements
• Trend analysis and forecasts
• Track improvements and report on achievements
• Incorporate updates into monthly mngt report
• Agree action plan, responsibilities and deadlines
• Provide monthly report to internal stakeholders
Cost Optimization and management (Outsourced Call Centres)
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Ensure that monthly payrolls are accurate prior to being sent to Finance.

• Bachelor Degree
• Working experience in call center
• Computer literate
• Certification in computer science, network engineering or related fields.

• Good command of Microsoft Office suite
• Excellent oral and written communication skills
• Excellent coordination and planning skills
• Customer service orientated
• Process Improvement skills and management
• Decision making
• Analysis skills
• Emphasizing Excellence
• Standards Development

In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.

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