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Help Desk Team Leader
Digicel
- Port-of-Spain
- Not disclosed
- Permanent full-time
- Updated 14/04/2014
- Aileen Sutherland
After 12 years of operation, Digicel Group Limited has over 13 million customers across its 31 markets in the Caribbean, Central America and Asia-Pacific. The company is renowned for delivering best value, best service and best network.
After 12 years of operation, Digicel Group Limited has over 13 million customers across its 31 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 Digicel Caribbean Cup. 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 and Papua New Guinea 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, 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.
Visit www.digicelgroup.com for more information
JOB SUMMARY
The HELP DESK TEAM LEADER is responsible for managing and coordinating all activities of the Help Desk team to achieve Help Desk KPIs and deliver exceptional Customer Service. Plans and organizes activities to boost morale and quality of output. To take responsibility and ownership for all customer requests/queries and service desk requests. Manage critical customer issues and escalations. Provides supports to the Customer Care Operations Manager in the development and implementation of long term plans and strategies for the continuous improvement of the team's activities and customers' experience.
MAIN RESPONSIBILITIES
- Monitors Help Desk mailboxes and Service Desk tickets and follows up with assigned personnel to ensure task completion within agreed SLAs.
- Monitors daily Postpaid Activation and SIM Replacement activities to ensure team adherence to SLAs.
- Performs staff scheduling to ensure adequate Agent coverage for completion of tasks within agreed SLAs and support for the Customer Care Agent and Dealer Call Queues.
- Investigating and resolving customer issues (these may be more complex or long-standing problems that have been escalated by the Agents for review and strategic thinking).
- Approves Adjustments, Rebates, Recovery Offers and Negotiate payments for customer accounts.
- Assessing and managing internal Customer Service between HD, other internal departments Dealer Outlets.
- Improves customer service quality by analyzing complaint and query trends, reporting process gaps and recommending opportunities for improvement.
- Ensures that decisions made to improve the overall support of the Help Desk are continually carried through.
- Coordinates training requirements of Help Desk personnel to deliver a high standard of customer service in the resolution of escalated queries and complaints.
- Prepares weekly, monthly and ad hoc reports for team activities, Agents performance and quality score reports.
EDUCATIONAL QUALIFICATIONS/ SKILLS
- 5 CXC O'levels or equivalent with at least one year's experience preferably in a Customer-Oriented Environment.
- Experience in the mobile telecommunications sector would be considered a valuable asset.
- An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.
Ref: Help Desk Leader