Digicel Group is a leading global communications provider with operations in 33 markets in the Caribbean, Central America and Asia Pacific. After 13 years of operation, total investment to date stands at over US$5 billion worldwide. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the presenting partner of the Caribbean Premier League. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes.
We invite applications for a new Digicel Opportunity - Customer Experience Analyst - FTTH
Primary objective of the job:
Monitor and evaluate all agent interactions to ensure customer experience standards are consistently met and achieved.
Number of persons managed/supervised and their positions:
Main Duties and Responsibilities:
Customer Experience
- Ensuring required Customer Experience is clearly defined and communicated to the customer care agents in keeping with the company's Customer Experience objectives
- Ensure Centre achieves the required overall quality performance rating internally & externally (CSS) for all Customer Care contact points
- Ensuring agents accurately assess interactions for all contact points to consistently improve business processes
- Implements and maintain motivational measures to boost agents' performance
- Represent and champion customer experience at relevant forums across the business
- Complete ad hoc tasks and projects in keeping with quality improvement and agents monitoring
- Perform the duties of a Contact Centre Agent, as is necessary, to achieve KPIs and accomplish customer satisfaction
Coaching and Monitoring
- Monitor and assess quality interaction for all Customer Care contact points against agreed quality criteria to ensure all quality standards are maintained
- Coach agents to attain/maintain quality standards while achieving FCR targets
- Generate weekly and monthly reports on agent and Centre performance based on audits
Training
- Using overall quality output to define coaching and training requirements based on weekly/monthly analyses
- Lend training & projects support as necessary
- Host training/feedback sessions with Team Leaders, new analyst and Agents
- Evaluate Team Leader's monitoring capabilities and determine calibration needs
- Monitor Agent use of applications to determine training needs
- Implement development plans for underperforming agents
- Develop scripts, FAQs as well as updates for all Customer Care contact points as necessary
Academic qualifications and experience required for job:
- Diploma in Business Administration or its equivalent
- Minimum 1 year experience in a customer service environment
Functional Skills:
Required skills
- Proficiency in Microsoft Suite (Word, Excel, PowerPoint, Publisher, Projects)
- Developed written communication
- Ability to speak comfortably in small and large audiences
- Ability to work in a shift environment, including weekends
- Ability to work long hours
- Ability to analyze data and prepare reports
- Systems knowledge
- Product and process knowledge
Desirable skills
- A keen eye for detail
- Ability to build effective relationships
- Organizational awareness
- Problem solving
- Decision making
- Self confidence
- Self-motivated
- Teamwork
- Time management
- Leadership
Internal/External contacts:
- All levels of internal staff including: Directors, Managers, Executives, Analysts, Agents
- External Customers, Teams from other departments
Authority: (those task in which there is total control and autonomy in execution - e.g. approving vouchers, signing cheques, delegating task.) Please state limits where possible.
- Assigning scores to agents as per quality monitoring & auditing process for all Customer Care contact points
Working Conditions: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.)
- Varying work hours between 7am-10pm (shift basis) including weekends
Key Performance Indicators:
- CSI
- FCR
- % of Agents Monitored
- Coaching
- Overall Centre Quality Performance
- No. of Audits completed Weekly as per Centre touch point
- No. of Side by Side Sessions Weekly
- Accurate Weekly & Monthly Reports/Analyses
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.