Customer Care Team Leader

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:  Customer Care Team Lead  

Primary Objective of the job:

• Monitors and supervises the customer care agents to achieve goals that contribute to the growth of the organization.
• Motivates and inspire team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.
• Responsible to achieving both operational and sales targets with the Team of assigned Agents.

Main Duties and Responsibilities:

• Identifying and addressing any people issues, and being a pillar of support for your team members
• Creating an inspiring team environment with an open communication culture
• Providing clear guidance on priorities of the business and how agents influence these
• Set clear team and individual goals with specific actions to achieve these
• Strive for brilliant customer satisfaction and sales targets are met by each agent and your overall team using KPI’s such CSAT, FCR, Resolution Rate tNPS, Sale revenue
• Monitor the day-to-day operational and sales delivery of the team, real time and through historical data points
• Plans and runs team meetings ensuring continuous communication on overall business updates and specific team performance
• Encourages, guides and support the agents personal and career development
• Evaluation of contacts handled by agents against agreed criteria
• Conduct formal agent coaching sessions and agrees clear actions for improvements
• Uses agent and customer data sets to identify coaching and training requirements within the team
• On the job training and coaching including but not limited to products, services, soft skills and technical knowledge
• Motivates the team to deliver on targets whether service or sales related
• Ensuring that agent exceptions are captured through the WFM team’s set process
• Deliver on the agent's payroll requirements through accurate timesheet capturing, ensuring all necessary support documents are delivered
• Manages leave liability and requests in collaboration with the WFM and HR teams
• Ensure return work discussion are held with agents after sick and long annual leave
• Performance improvement tracking and reporting
• Reporting requirements as set by the customer experience function

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:

• A minimum 2 years’ experience in a customer service environment
• Minimum 1-year supervisory experience (unless being promoted from within the dept.)

Functional Skills:

Required skills

• Excellent motivational, interpersonal and communication skills

• Planning, Organization and People leadership skills
• Ability to evaluate performance and set clear actions for improvement
• Ability to effectively perform in a dynamic, fast-paced and high-pressure environment

• Attention to detail
• Interpersonal skills
• Ability to build relationships cross functionally
• Problem solving
• Decision making
• Self confidence
• Self-motivated
• Teamwork

Desirable skills

• Proficiency in Microsoft Excel, Word and PowerPoint
• Developed written communication

• Systems knowledge

• Product and process knowledge