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The Fiber Operations Support Manager - Customer Care will be responsible for the effective performance management of the FTTH Customer Care team, dedicated to delivering excellent customer service through maintenance of standards and work flow processes. The role will be fully responsible for the Fiber Operations team comprising Inbound Call and Customer Support agents, Technical Support technicians and Team Leaders.
Main Duties and Responsibilities:
Improves customer service quality by reviewing, evaluating, and re-designing processes; implementing changes; monitoring and analyzing results
Proactively identifying and pursuing process standard opportunities that emerge from customer feedback (including customer escalations, social media) and internal feedback (focus groups, tour of duty and internal escalations)
Working with IT team as needed to provide support for development efforts of customer care support tools, including system design, testing, documentation, and operational implementation
Working with cross-functional teams on coordinating efforts to ensure prompt solutions to customer installation and/or repair impacting issues
Creates expectations, leads people, manages processes, and holds people accountable for activities and timelines that were agreed on
Manages and increases the effectiveness and efficiency of Support Services (Helpdesk and Inbound Call Agents), through improvements to each function as well as coordination and communication between support and customer care functions
Keeps the Operations Manager appropriately informed of Customer Care project progress and potential issues via accurate and timely reports
Coaches and counsels staff to consistently reflect Digicel Service Standards in handling service queries / complaints and deliver quality customer service
Manages internal and external relationships / support units to ensure FTTH guidelines are upheld
Ensures relevant training for all staff
Ensure systems are in place for the production of Management Reports covering Customer Care tasks/responsibilities and staff performance. Manages the production of regular reports and participate in analysis to determine trends and take action to improve processes, systems and performance
Manage the scheduling of teams under position purview in order to adapt to the fluctuating demands on CC while targeting an outstanding customer service level
Proactively gain involvement and understanding of all major initiatives that impact on the Customer Care department and ensure that the design, work flow and communication of information are in place
Undertake regular performance reviews with the members in the team
Organize regular team meeting to assess team performance and progress
Develops and assigns related performance metrics, goals and objectives (departmental and individual) and fully complies with and fulfills the requirements of the Company's Performance Management System
Must be available weekends and holidays for in-center and on-call center support as required
Qualifications and Experience:
A First Degree in Business Management, Administration Human Resources, Social Science or related discipline of study.
Five (5) years previous related industry experience, two (2) of which operating in similar capacity at senior level.
Ability to excel in a team oriented and highly result-driven environment
Strong leadership skills with the ability to keep employees working as a team and making sure morale remains high
Strong communication skills
Driven, energetic, and organized.
An acceptable combination of experience and academic qualifications would be considered in lieu of minimum requirements.
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Fibre Operations Support Manager
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