Contact Centre Manager

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job Profile:  Contact Centre Manager

Primary Objective of the job:

• The Contact Centre Manager is responsible for the hiring, training, and managing staff to handle customer service issues and delivering exceptional experiences through the customer care touchpoints.
• Ensure to set, meet, and exceed goals by providing customer’s excellent service and helping motivate their team to do the same using key performance indicators.

Main Duties and Responsibilities:

• Provides clear guidelines and direction for the Team Leaders to achieve their objectives
• Sets and manages team engagements to continuously improve the performance of employees, encouraging performance management, coaching and goal setting
• Tracks, manages and encourages the adherence to HR processes and policies
• Ensures a positive culture within the contact centre by reviewing and improving employee satisfaction levels
• Establishes operational targets, best practices and training programs that support service, sales, quality and efficiency standards
• Analyzes and develops key performance criteria and standards to monitor and manage the contact centre employees
• Develops collaborative partnerships with key stakeholders to maintain effective operations and deliver optimal results
• Prepares reports and analyzes contact centre data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction
• Hold recurring meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• Deliver skip level meets with agents to ensure voice of the agent is heard and acted on
• Deliver ongoing coaching, development and performance management within the contact centre
• Work cross functionally with other department leaders to ensure that the objectives of the business are being met and outcomes are being delivered
• Monitoring and driving performance across your operation, and preparing relevant reports for senior management
• Translating the businesses short, medium and long strategy into deliverable objectives for your Team Leaders
• Identifying and addressing people issues, and usually having responsibility of adhering to HR processes

Academic qualifications and experience required for job:

• Bachelor’s degree in Business (or equivalent professional qualification).
• A minimum 5 years’ experience in a customer service environment
• Minimum 2 year supervisory experience (unless being promoted from within the dept.)
• Certification in Microsoft Office Suite