After 14 years of operation, Digicel Group Limited has over 13 million customers across its 32 markets in the Caribbean, Central America and Asia Pacific. 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 title sponsor 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 Jamaica, Haiti, Papua New Guinea and Trinidad & Tobago which focus on educational, cultural and social development programmes.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Jamaica, Martinique, Myanmar, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean.
We invite applications for a new Digicel Opportunity - Dispatch Supervisor
Primary objective of the job:
- Manage/oversee the day to day operations of the Dispatch Team to ensure all assigned functions especially field duties/task are managed effectively and efficiently, and gets completed within the Service Level Agreements (SLA's). Also to identify and report back to management any anomalies which will impact optimal delivery of service.
Number of persons managed/supervised and their positions:
- Dispatch Sub-Contractor - 10 to 15 Dispatch Technicians
Main Duties and Responsibilities:
- Oversee the management of daily quota points
- Manage the workflow and quota points of sub-contractors.
- Manage Dispatchers & Senior Dispatchers to ensure jobs scheduled are routed to technicians in a timely, efficient and accurate manner.
- Ensure daily quotas are maximized, and where not reallocated as necessary.
- Manage completed daily installations quota as well as service calls in different geographical areas.
- Oversee Dispatchers to ensure timely and efficient support is offered to field technicians.
- Identify and report anomalies/issues, which may impact customer satisfaction and service delivery in the field.
- Conduct in-depth/random auditing of customers' account to ensure correct charges and packages are added in order to activate billing.
- Direct responsibility for ensure proper handling of accounts for VIPs.
- Ensure Key Performance Indicators are maintained on a monthly basis and inform management of any issues which might affect productivity.
- Complete departmental Reports as assigned
- Oversee weekly/monthly attendance schedules to ensure adherence
- Act a liaison between Digicel and Installation/Trouble Calls Contractors
- Offer guidance as is necessary on employees performance
- Resolve issues between Dispatchers and Field Engineers
- Identify and escalate issues that requires priority handling
- Speak with customers as necessary to manage complaints
- Refer customer issues to the relevant department, and then track and resolve issues
- Any other assigned tasks
Academic qualifications and experience required for job:
- A Bachelor's Degree.
- A minimum of two years' experience in a Dispatch Center environment, preferably with at least six (6) months experience in a leadership role.
Functional Skills:
- Strong communications skill (written and oral)
- Excellent interpersonal and customers skills with ability to work in a team environment.
- Effective telephone conversation skills and a clear speaking voice.
- Good judgment, analytical, reasoning and negotiation skills
- Computer knowledge and keyboard skills.
- Critical appreciation for confidentiality and time management.
- In-depth knowledge of the company's products/services.
- In-depth knowledge of Dispatch Operations
- Working knowledge of Dispatch Operations
- Proven leadership skills.
Internal/External contacts:
- 3rd Party Contractors
- Technical Dept
- Head End Dept
- NOC Dept
- Customer Care
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.
- Delegate tasks as needed to 3rd Party Contractor within existing scope of approved POs
Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.
- Potential for on-call
- Monday to Friday standard working hours
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.