FTTH ADMIN/DISPATCH (Temporary)

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fiber 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

FTTX Administrator/Dispatcher (Temporary)

Primary objective of the job: 

To provide comprehensive Dispatch support to the FTTH Service Delivery and Commercial Team by effectively managing the daily Que management and Dispatch functions to support the sales and service delivery process.  Full utilization of ALL resources within your assigned purview to meet and exceed business objectives.    

Main Duties and Responsibilities:

• Monitor Broadhub or any other interface used to manage job assignments to Service Delivery Teams
• Regularly check the queue in Broad Hub for new and pending work orders.
• Prioritize and categorize jobs based on urgency and type.
• Assign and schedule work orders to technicians based on their availability and expertise.
• Ensure timely and efficient scheduling to meet customer needs and service level agreements (SLAs).
• Supply technicians with necessary details for tasks, including customer information, job specifics, and equipment requirements.
• Assist with Job Execution by providing the necessary details such as FAT, Port, Shelve or Customer location, SID etc.
• Address any queries from technicians and offer additional support as needed to facilitate smooth job execution.
• Update customer accounts by linking or unlinking them to appropriate equipment as required.
• Ensure accurate and up-to-date equipment records in customer accounts.
• Contact customers to confirm scheduled technician visits and ensure they are aware of appointment details.
• Make follow-up calls based on technicians’ requests to ensure customer satisfaction and resolve any issues.
• Review and close out work orders daily based on technicians’ job completions.
• Ensure all required documentation and details are accurately recorded.
• Prepare and generate reports summarizing work completed during the week.
• Include key metrics and performance indicators in the reports.
• Send Reports to Service Manager:
• Distribute the weekly reports to the Service Manager for review and analysis.
• Consistent follow-up with the HOD D+ and HOD DB to ensure alignment with compliance with SLA, KPI’s and customer commitment
• Data analysis derived by cross referencing relevant application/systems used to mine
• Enforce existing company processes to support best business practices geared at enhancing efficiency across the Service Delivery and Commercial Teams.   Make recommendations for process implementation and improvement where necessary.
• Overall responsibility for maintenance and dissemination of all service delivery installation and service call reports. 
• Maintain electronic and hardcopy files for all agent/customer transactions.  All documentation must be stored in chronological order and be made available to both external and internal auditing teams when required.
• Report immediately to the Management Team any malpractices or events that have or may lead to the company, its staff or its customers being in disrepute.
• Follow-up on incoming issues and concerns addressed to the FTTH LEAD, including those of a sensitive or confidential nature and may be required to determine appropriate course of action, referral, or response.

 Academic Qualifications and Experience Required:

• A minimum of diploma in administrative studies or related field
• As Associates degree would be considered a plus
• At least five (5) years experience in an administrative/support role. 
• Understanding of the payroll function
• Experience in providing detailed reporting
• Proficient in the use of Microsoft Excel and Word
• Experience in supporting a mid-sized – large business unit

Functional Skills:

The ideal candidate must:

• Excellent interpersonal and communication skills
• Ability to work on own initiative
• Demonstrated ability to work in collaboration with staff at all levels
• Ability to work in a dynamic and fast paced environment
• Must exhibit excellent presentation skills & be able to present to C-suite
• Must demonstrate exceptional time management skills and be able to meet tight deadlines
• Must exhibit exceptional leadership skills
• Demonstrated proficiency in Microsoft Office Suite (Excel, Word and Power Pont primarily)

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.