Atteindre les objectifs de vente attribués mensuellement en maximisant le temps de vente face à face.  Fournir un suivi quotidien des ventes  Mettre à jour le Bccs avec toutes les opportunités  Exécuter les ventes journalières  Développer / maintenir un plan pour la clientèle  Rapporter sur l'activité des concurrents.

Responsible for the day to day and strategic management of inbound within the call centre, including Prepaid , Post paid and Corporate customer calling, front offices, Outbound centers and outsource call centers  Responsible for the maintenance of customer care statistical standards, benchmarking results using international standards applicable to telecommunications companies at various stages of their company life cycle.  To ensure the adequacy and relevance of reports that may be used from time-to-time, ensuring timeliness and usefulness to various audiences internal and external to the organization.  To ensure the adequacy and competence of staff reporting into the various teams both for local and regional support, providing for their development and ensuring and managing a workable succession plan.

 Analyser les conditions de vente et de service à la clientèle et informez de tous les services disponibles  Gérer toutes les demandes des clients par des appels téléphoniques et des courriels et assurez-vous qu'elles sont appropriées. assistance conformément aux politiques et procédures de l'entreprise.  Développer et entretenir des relations professionnelles avec des collègues et des parties prenantes pour fournirà la clientèle exceptionnel.  Assister un employé du service clientèle et fournir un soutien de secours.  Surveillez tous les appels des clients, analysez les problèmes de produits et de services et assurez-vous solution pour même.

Responsible for all aspects of management of the Pre Paid service centre within CSO · Resource management to ensure SLA’s and quality standards are met at all time to deliver an outstanding customer service for this customer segment. Analyzing MI to ensure an effective and efficient operation is running at optimum performance. Develop team leaders and managers to reach their full potential and identify and grow talent. To support and Play a Key part in the CSO senior leadership team. To protect our business and reputation by ensuring we have contingency planning and strong DPR plans in place

Managed the daily activities the Postpaid inbound & outbound center Provide WORLD CLASS SERVICE to all of our Postpaid Customers Elaborate necessary KPI to help us have a better overview of the centers’ performance. Ensure that postpaid customers receive a resolution within 24 hours. Prepared formal reports on Postpaid call center activity, agent performance, and call record management Liaise with Sales and Billing department for efficient customer care assistance. Provide training and support to the Postpaid customer care agents on all issues including proficiency and knowledge of current sales and marketing promotions Manage and personalize postpaid customer care applications in order to ensure an effective coordination and account management. Troubleshoot with Team leaders on service levels Ensure that targets and objectives are met on a daily basis. Monitoring of the Call center systems and any network issues that may affect customer cares’ functions and corporate customers. Prepare monthly timesheets for payroll Create and modify centers’ processes upon needs and requests. Manage follow up process on all issues affecting post-paid and VIP customers

Ensure Digicel Post-paid and Corporate clients are called for reminder of Bill payment Ensure Digicel post-paid and corporate clients are informed of the status of their Bill Managed escalation and follow up of issues related to customer bills Submit all reports to the Director and Managers Review performance data and measures productivity and goal achievement, and determines areas that need improvement to ensure attainment of recovery targets Manage Staff Motivation and award program Prepare monthly timesheets for payroll made the quantity of welcome calls to the new customers make sure they call back the freuquent calls to make their issues are resolved or informed them accordingly supervie the telemarketing team Supervise the outbound team Make sure they are All Ad Hoc Related Duties

Managed the expats vacation ,allocations , claims Provides houses and furniture’s for Expats Manage petty cash Coordinate with Security for any transportation matter for expats or visitors Make Purchase Orders

Schedule appointments, travel arrangements and accommodation for the Head of Department and all other cc staff travelling. Perform administrative duties such as sorting, follow-up and forward all documents / queries as assigned by Customer Care Director within 1 day of receipt 90% of the time. Ensure that all incoming calls to the Director are answered by the third ring. Accurately raise and follow-up on Purchase Orders raised in the department ensuring that the department has at least two (2) week inventory for stationary and food supply. Liaise with the other departments regarding key company matters as assigned by the Head of Department. Prepare letters and memos when necessary. Prepare monthly timesheets for payroll

screening telephone calls, enquiries and requests, and handling them when appropriate; meeting and greeting visitors at all levels of seniority; organizing and maintaining diaries and making appointments; dealing with incoming email, faxes , often corresponding on behalf of the Chief of Mission ; taking dictation and minutes; carrying out background research and presenting findings; producing documents, briefing papers, reports and presentations; organizing and attending meetings and ensuring their manager is well-prepared for meetings; liaising with clients, suppliers and other staff; deputizing for the manager, making decisions and delegating work to others in the manager's absence; devising and maintaining office systems, including data management, filing, etc.; Arranging travel and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations.