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:

Supervise Call Centre Support Managers to ensure efficiency and effectiveness on the job so that they can successfully train and develop their agents.

To ensure the provision of world class customer service through the supervision of call centre support managers.

To provide operation support to Digicel’s Call Centre through the region.

Manage the operations of the Call Centre

Number of persons managed/supervised and their positions:

Prepaid Support Managers

Main Duties and Responsibilities:

• Manage Digicel’s single point of contact for customer support and ensure that all customer queries are handled and resolved as per agreed QoS targets.
• Preparation of reports.
• Maintain high level of morale and motivation.
• Liaise with all other departments to ensure that the CC can support all new products and services.
• Develop, implement and monitor Digcel’s Call Centre strategy to ensure that the Call Centre can support all Digicel’s future needs.
• Continuously identify process and improvements within the Call Centre and the organization that would improve customer service.
• Recruiting and training: Monitor manpower plan to ensure optimum resource availability.
• Training Agree training strategy, Ensure implementation.
• Provide customer feedback to the rest of the organization.
• Provide feedback on performance to all.
• Conduct performance review.
• Liaise with dealers and provide information on policies and procedures.
• Provide operational support for call centre throughout the region.

Qualifications - Tertiary level of education
Experience - Working knowledge of the Call Centre Environment
Knowledge of the Telecommunications industry

Excellent management and organisation skills
Execellent communication skills
Training/Teaching experience
Call Centre technology
High level of interpersonal skills

CV