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Head of Agent Network

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Date: May 13, 2022

Location: Kingston, JM

Company: Digicel

About 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.

 

Visit www.digicelgroup.com for more.

 

 

Job Purpose

 

As Head of Agent Networks, you will build and manage our Network Agents. You will collaborate with the HR Department for selection, onboarding, performance management, and retention of our Agents and ensuring that this channel delivers results.

 

 

Key Objectives

 

  • Ensure consistent customer experience
  • Improve Agent engagement strategy and standard operating procedures
  • Identify barriers to achievement of sales targets, drive data analysis, generate solutions, and implement process improvements

 

 

Main Accountabilities

 

  • Collaborate with leadership from Finance, Legal, Software Product, and Business Intelligence to ensure effective internal controls and proper visibility of key agent data
  • Carry out Agent communication programme to ensure an excellent Agent onboarding experience and ongoing Agent retention
  • Plan, coordinate, and carry out activities to drive sales performance via the Agent Network retail channel
  • Plan for rollout of future networks across Jamaica
  • Build and maintain internal and external relationships
  • Continually learning about the company’s products

 

 

Qualifications, Knowledge & Experience

 

  • University Degree and 5 years experience in related field
  • Proven experience in sales and customer service
  • Proficient in all Microsoft applications

 

 

Functional Skills and Abilities

 

  • Strong experience leading negotiations with retail partners and suppliers, driving procurement excellence
  • Strong experience managing a variety of partner models across retail operations
  • Proven track record of delighting customers through the creation of award-winning Customer Experience journeys
  • Excellent verbal and written communication skills. 
  • A strategic thinker
  • Knowledge of business function and the ability to multi-task
  • Excellent organizational & time management skills with ability to work in a fast-paced environment while meeting deadlines
  • Ability to be a quick learner with an eager personality
  • Attention to detail
  • Solid knowledge of data analytics
  • Excellent organizational and leadership qualities

 

 

 

 

DISCLAIMER:

 

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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