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.

Visit http://www.digicelgroup.com/ for more information.

 Manage the operations of the Call Centre.

 To ensure the provision of world class customer service through the supervision of support agents.
 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.
 Liaise with all other departments to ensure that the CC can support all new products and services.
 Develop, implement and monitor Digicel’s wireless broadband Customer Service strategy in line with the GSM customer care centre 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: Monitor manpower plan to ensure optimum resource availability.
 Training: Agree training strategy, ensure implementation & manage training budget.
 Provide customer feedback to the rest of the organization.
 Ensure Training & QA support is implemented.
 Develop & Manage CC Budget.
 Liaise with all other departments to ensure that the CC can support all new products and services.
 Conduct performance review.
 Liaise with dealers and provide information on policies and procedures.
 Provide reports on all aspects of the role.
 Maintain high level of morale and motivation.

 Qualifications - Tertiary level education.
 Experience - Working knowledge of the Call Centre Environment.
 Knowledge of the Telecommunications industry.
 Excellent management and organization skills.
 Excellent communication skills.
 Training/Teaching experience.
 Call Centre technology.
 High level of interpersonal skills.

CV en anglais et en francais + lettre de motivation