Customer Care Team Leader (Kingston, Jamaica) - Digicel

 

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 Profile: Customer Care Team Lead

Primary objective of the job:

A team leader leads, monitors, and supervises the customer care agents to achieve goals that contribute to the growth of the organization.

Team leaders motivate and inspire their team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.

The Team Leader is also responsible to achieving both operational and sales targets with the Team of assigned Agents.

Main Duties and Responsibilities:

• Identifying and addressing any people issues, and being a pillar of support for your team members
• Creating an inspiring team environment with an open communication culture
• Providing clear guidance on priorities of the business and how agents influence these Set clear team and individual goals with specific actions to achieve these
• Strive for brilliant customer satisfaction and sales targets are met by each agent and your overall team using KPI’s such CSAT, FCR, Resolution Rate tNPS, Sale revenue
• Monitor the day-to-day operational and sales delivery of the team, real time and through historical data points
• Plans and runs team meetings ensuring continuous communication on overall business updates and specific team performance
• Encourages, guides and support the agents personal and career development Evaluation of contacts handled by agents against agreed criteria
• Conduct formal agent coaching sessions and agrees clear actions for improvements
• Uses agent and customer data sets to identify coaching and training requirements within the team
• On the job training and coaching including but not limited to products, services, soft skills and technical knowledge
• Motivates the team to deliver on targets whether service or sales related
• Ensuring that agent exceptions are captured through the WFM team’s set process
• Deliver on the agent's payroll requirements through accurate timesheet capturing, ensuring all necessary support documents are delivered
• Manages leave liability and requests in collaboration with the WFM and HR teams
• Ensure return work discussion are held with agents after sick and long annual leave
• Performance improvement tracking and reporting · Reporting requirements as set by the customer experience function.

Academic qualifications and experience required:

• A minimum 2 years’ experience in a customer service environment
• Minimum 1-year supervisory experience (unless being promoted from within the dept.)

Functional Skills:

Required skills

• Excellent motivational, interpersonal and communication skills Planning, Organization and People leadership skills
• Ability to evaluate performance and set clear actions for improvement
• Ability to effectively perform in a dynamic, fast-paced and high-pressure environment
• Attention to detail
• Interpersonal skills
• Ability to build relationships cross functionally
• Problem solving
• Decision making
• Self confidence
• Self-motivated
• Teamwork

Desirable skills

• Proficiency in Microsoft Excel, Word and PowerPoint
• Developed written communication
• Systems knowledge
• Product and process knowledge

APPLY TO DIGICEL