Team Lead - Retail 1

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: Team Lead - Retail

Primary objective of the job: The Retail Team lead main responsibilities are to support the retail environs by ensuring agents meet and overachieve sales targets in addition the operational efficiencies in the retail stores.

Key Objectives:

• Effectively address customer queries & concerns and provide resolutions within acceptable timeframes, ensuring the best possible customer experience.
• Meet minimum 95% of Group or local mystery shopper.
• Ensure EOD Recon is filled out correctly and the appropriate reports are submitted in the required timelines.
• Monitor store inventory while certifying accountability and completing daily reconciliations.
• Assist with evaluating employee performance and identify training needs, while ensuring all employees adhere to the company’s policies and guidelines.

Main duties and responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Maintains quality service by enforcing organization standards.
• Supervise retail processes and optimize where possible.
• Assisting with the coordination of retail store operations, ensuring store schedules, target and objectives are met by working with Retail Sales Manager.
• Implements training programmes to ensure best in class customer experience in line with Digicel’s objectives.
• Assist with ensuring all retail stores comply with Digicel Barbados and Group audit compliance.
• Assist with maintaining retail employee engagement and their drive for sales and high standards of customer service.

Academic qualifications and experience required for job:

• ASc. Degree qualified in management studies/Business administration or equivalent qualification. The equivalent in working experience is also acceptable for the position.
• 3+ years retail experience in a leadership capacity (e.g., assistant manager, shift leader, etc.) or similar position in a telecom’s environment
• Strong team supervision and execution skills

Functional Skills:

• Organizational skills

• Ability to motivate a team

• Strong communication and influencing skills with the ability to interact across all levels of the business

• Ability to multi-task and deliver on competing priorities

• Ability to operate autonomously and demonstrate initiative in problem solving, decision making

• Proactive approach

• Results driven and extremely customer focused

• Verbal and written proficiency in English

• Customer-oriented

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.