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Customer Care Team Leader

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Date: May 13, 2022

Location: Kingston, JM, WI

Company: Digicel

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.


Primary Objective of the job:

  • The Team Leader is responsible for ensuring the highest level of customer experience for Digicel customers. They will lead a team of contact centre agents to ensure targets of quality and productivity are consistently achieved through coaching, monitoring and supporting their team.


Main Duties and Responsibilities:

Customer Experience

  • Ensuring great customer experience is clearly defined and communicated to agents in line with company customer experience objectives  
  • Ensuring all customer experience targets are consistently met by their team
  • Ensuring agents accurately assess the call type and call outcome to consistently improve business processes
  • Perform the duties of a Contact Centre Agent, as is necessary, to achieve KPIs and accomplish customer satisfaction



  • Motivating staff to perform to the best of their abilities
  • Providing clear guidance on priorities of the business and how agents influence these
  • Providing a motivating work environment where agents feel well supported
  • To ensure that proper activities are planned and executed in order to develop the team, personally and professionally

Drive for Results

  • Can be counted on to exceed goals successfully
  • Holds team accountable for results
  • Delivers commitments on time

Coaching and Monitoring

  • Evaluation of contacts handled by agents against agreed quality criteria
  • Using call quality output to define coaching and training requirements
  • On the job training and coaching – soft skills and technical/systems knowledge
  • Agent performance planning and review

Operational Responsibilities

  • While on shift, a team leader is expected to: Provide support to selected agents on duty and is held responsible for real-time and hourly KPI performance of those selected agents. Performance and productivity metrics include but are not limited to: talk time; real-time adherence; hold-time; hold percentage; call quality; ticket quantity; ticket quality; short calls; occupancy; agent escalation rate; escalation/rebate accuracy
  • Demonstrate productive floor management
  • On-the-spot coaching
  • Provide support on escalated queries, including customer call backs


Administrative Responsibilities

  • A team leader’s administrative responsibilities make reference to the expected support of their permanently assigned agents in areas such as:
  • Motivation
  • Personal and career development
  • Performance improvement tracking and reporting
  • Sanction tracking
  • Call observations
  • Coaching
  • Planned leakage utilization
  • Monthly reviews and feedback sessions; performance reviews
  • Hosting team meetings
  • Escalation and rebate compliance


Approve Adjustments to Customer Accounts

  • Escalated inquiries
  • Resolution of inquiries
  • Handling customer complain


Safety And Quality Responsibilities

  • Promote and maintain standards of health and safety


  • Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.


Academic qualifications and experience required for job:


  • Bachelor’s degree in Business (or equivalent professional qualification).
  • A minimum 2 years’ experience in a customer service environment
  • Minimum 1 year supervisory experience (unless being promoted from within the dept.)
  • Certification in Microsoft Office Suite


This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

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