Customer Care Support Manager

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better-Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job Title: Corporate Care Support Manager

Primary objective of the job: 

The Corporate Care Support Manager is responsible for overseeing the day-to-day activities of our corporate care team, including customer service, after-sales support and retention efforts, by delivering exceptional experiences through the Digicel Business Support touchpoints. The incumbent sets, meets, and exceeds goals by providing customers’ excellent service and help motivate their team to do the same using key performance indicators.

Main Duties and Responsibilities:

• Manage and supervise a team of corporate care representatives and ensure that customer inquiries and issues are resolved in a timely and satisfactory manner
• Develop and implement operational strategies to improve customer satisfaction, after-sales support, and retention
• Establish metrics and KPIs to monitor the team's performance, identify areas of improvement, and implement corrective actions as needed
• Develop and maintain relationships with key stakeholders across the organization, including sales, marketing, finance, and IT
• Analyze customer data to identify trends and develop insights that inform operational improvements
• Ensure compliance with regulatory requirements and company policies and procedures
• Continuously identify and implement process improvements to enhance the efficiency and effectiveness of the corporate care operations
• Hold recurring meetings with your Team Leaders to make sure that objectives for the day are communicated and understood
• Deliver ongoing coaching, development and performance management within the contact centre
• Collaborate with other teams to ensure that customer issues are resolved in a timely and satisfactory manner
•  Monitor and drive performance across your operation and prepare relevant reports for senior management
• Translate the business short, medium and long strategy into deliverable objectives for team Leaders and Agents
• Identify and address people issues, and usually have responsibility of adhering to HR processes

Academic Qualifications and Experience Required:

• Minimum of 5 years of experience in customer service operations management, preferably in the telecommunications industry
• Business Management degree/certification advantageous
• Proven track record of developing and managing high-performing teams.
• Familiarity with customer service tools and technologies, including CRM systems and call centre software

Functional Skills:

• Ability to lead large organization
• Ability to multitask and stay organized
• Great interpersonal skills are essential
• Be accountable for the contact centre operation
• Organizational skills are important

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.