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

• To manage Prepaid section of customer care through direct reports of Prepaid Support Managers and Team Leaders
• To ensure prepaid customer service goals as well as business goals are achieved
• Preparation of reports.
• Supervise Support Managers task.
• Maintain high level of morale and motivation.
• Supervise Disciplinary actions
• Supervise team meetings and follow up
• Liaise with all other departments to ensure that the CC can support all new products and services.
• 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: Ensure implementation of training strategy
• Provide customer feedback to the rest of the organization.
• Provide feedback on performance to all.
• Conduct performance review.
• All Add hoc Duties

Qualifications – degree from a 4 years college of university
Experience – 2 years experience working whitin or managing in a telecommunication environnment
Knowledge of the Telecommunications industry
Excellent Time management and organization skills
Excellent communication skills
Hability to carry out multiple task
Call Centre technology
High level of interpersonal skills

CV en anglais et francais + lettre de motivation

2011-06-05