FTTH ADMIN/DISPATCH

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

FTTH Admin/Dispatch

Primary objective of the job: 

To provide comprehensive administrative support to the FTTH Service Delivery and FOTs Team by effectively managing the daily administrative 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:

• Support the FOTs team with troubleshooting requests

• Conduct daily reports and reconciliation for the sales support function and accurately collate details for submission to the FTTH Service Delivery Manager
• Responsible for managing all travel arrangements for FTTH Technical Team
• Monthly submission and reconciliation of invoices for third party contractors affiliated with our FTTH operations.  This may include but is not exclusive to drivers, technicians or their parent company and promotional agents. Must consistently meet required deadline for submission.
• Data analysis derived by cross referencing relevant application/systems used to mine company data and provide business intelligence, to support critical decision making.
• Follow through on order fulfillment process to ensure goods and services are received by H&E business unit.
• 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.
• Conduct inter-department (independent) customer satisfaction audits on a monthly basis and track responses for review. 
• Overall responsibility for maintenance and dissemination of all service delivery installation and service call reports. 
• Conduct weekly, monthly and quarterly audits of all sales tools and peripherals.  Ensure that all staff members are in adherence to company safety policies and guidelines that govern same.  Maintain database of all assigned equipment (Sales & Service Delivery)
• 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.
• Garner extensive knowledge of all support software used to facilitate backend processing and data capture.  Will be responsible for training Admin, Sales Team and other key personnel on the use of mentioned software.
• 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 secretarial or administrative studies or related field
• At least five (5) years experience in an administrative/support role. 
• Knowledge of the payroll function and very detailed reporting
• Experience in supporting a mid-sized – large business unit

Functional Skills:

• 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)