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Administrative Responsibilities
A Service Delivery Supervisor's administrative responsibilities make reference to the expected support of their permanently assigned agents in areas such as:
- Motivation
- Personal and career development
- Performance improvement tracking and reporting
- Sanction tracking
- Call observations
- Coaching
- Monthly reviews and feedback sessions; performance reviews
- Hosting team meetings
Escalated inquiries
- Resolution of inquiries
- Handling customer complaints
Functional Skills:
Desirable skills
- Proficiency in Microsoft Excel, Word and PowerPoint
- Developed written communication
- Systems knowledge
- Product and process knowledge
Internal/External contacts:
- External Customers
- Internal Customers - CC / Service Delivery Agents, CC Management Team, Support Teams from other departments
Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.
- Irregular work hours (shift basis)
Key Performance Indicators:
Team Targets
Service Delivery Supervisor
Digicel
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 12/11/2015
- Audie Grant
Service Delivery Supervisor
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.
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - Service Delivery Supervisor
Primary objective of the job:
The Service Delivery Supervisor is responsible for ensuring the highest level of customer experience for Digicel Play customers. They will lead a team of Service Delivery Agents to ensure targets of quality and productivity are consistently achieved through coaching, monitoring and supporting their team.
The Service Delivery Supervisor is responsible for ensuring the highest level of customer experience for Digicel Play customers. They will lead a team of Service Delivery Agents to ensure targets of quality and productivity are consistently achieved through coaching, monitoring and supporting their team.
Number of persons managed/supervised and their positions:
The ratio will vary although likely to be around 1:15 agents.
Main Duties and Responsibilities:
Customer Experience
- Ensuring great customer experience is clearly defined and communicated to agents in line with company customer experience objectives
- Ensuring all service delivery targets are consistently met by their team
- Ensuring agents accurately captures and data enter all applications for service accurately and within the stipulated SLA to improve / maintain business efficiency
- Perform the duties of a Service Delivery Agent, as is necessary, to achieve KPIs and accomplish customer satisfaction
- Ensuring great customer experience is clearly defined and communicated to agents in line with company customer experience objectives
- Ensuring all service delivery targets are consistently met by their team
- Ensuring agents accurately captures and data enter all applications for service accurately and within the stipulated SLA to improve / maintain business efficiency
- Perform the duties of a Service Delivery Agent, as is necessary, to achieve KPIs and accomplish customer satisfaction
Leadership
- Motivating staff to perform to the best of their abilities
- Providing clear guidance on priorities of the business and how agents influence these
- Providing a motivating work environment where agents feel well supported
- To ensure that proper activities are planned and executed in order to develop the team, personally and professionally
- Motivating staff to perform to the best of their abilities
- Providing clear guidance on priorities of the business and how agents influence these
- Providing a motivating work environment where agents feel well supported
- To ensure that proper activities are planned and executed in order to develop the team, personally and professionally
Coaching and Monitoring
- Evaluation of contacts handled by agents against agreed quality criteria
- Using call quality output to define coaching and training requirements
- On the job training and coaching - soft skills and technical/systems knowledge
- Agent performance planning and review
- Evaluation of contacts handled by agents against agreed quality criteria
- Using call quality output to define coaching and training requirements
- On the job training and coaching - soft skills and technical/systems knowledge
- Agent performance planning and review
Operational Responsibilities
While on shift, a Service Delivery Supervisor is expected to:
- Provide support to Service Delivery Team members on duty and is held responsible for real-time and hourly KPI performance. Performance and productivity metrics include but are not limited to: talk time; real-time adherence; hold-time; call quality; transaction time; provisioning accuracy; worktime; modifications
- Demonstrate productive floor management
- On-the-spot coaching
- Provide support on escalated queries, including customer call backs
While on shift, a Service Delivery Supervisor is expected to:
- Provide support to Service Delivery Team members on duty and is held responsible for real-time and hourly KPI performance. Performance and productivity metrics include but are not limited to: talk time; real-time adherence; hold-time; call quality; transaction time; provisioning accuracy; worktime; modifications
- Demonstrate productive floor management
- On-the-spot coaching
- Provide support on escalated queries, including customer call backs
Administrative Responsibilities
A Service Delivery Supervisor's administrative responsibilities make reference to the expected support of their permanently assigned agents in areas such as:
- Motivation
- Personal and career development
- Performance improvement tracking and reporting
- Sanction tracking
- Call observations
- Coaching
- Monthly reviews and feedback sessions; performance reviews
- Hosting team meetings
Escalated inquiries
- Resolution of inquiries
- Handling customer complaints
Safety and Quality Responsibilities
- Promote and maintain standards of health and safety
- Promote and maintain standards of health and safety
- Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.
Academic qualifications and experience required for job:
- Bachelor's Degree in related field and/or equivalent combination of education and experience required.
- Minimum 2 years' experience in a customer service environment
- Minimum 1-year supervisory experience (unless being promoted from within the dept.)
- Certification in Microsoft Office Suite
- Bachelor's Degree in related field and/or equivalent combination of education and experience required.
- Minimum 2 years' experience in a customer service environment
- Minimum 1-year supervisory experience (unless being promoted from within the dept.)
- Certification in Microsoft Office Suite
Functional Skills:
Required skills
- Excellent motivational, interpersonal and communication skills
- Planning, Organization and People Management Skills
- Ability to effectively perform in a dynamic, fast-paced and high-pressure environment
- Attention to detail
- Interpersonal skills
- Relationship building
- Organisational awareness
- Problem solving
- Decision making
- Self confidence
- Self motivated
- Teamwork
- Organisational skills
- Time management
- Planning
- Leadership
- Excellent motivational, interpersonal and communication skills
- Planning, Organization and People Management Skills
- Ability to effectively perform in a dynamic, fast-paced and high-pressure environment
- Attention to detail
- Interpersonal skills
- Relationship building
- Organisational awareness
- Problem solving
- Decision making
- Self confidence
- Self motivated
- Teamwork
- Organisational skills
- Time management
- Planning
- Leadership
Desirable skills
- Proficiency in Microsoft Excel, Word and PowerPoint
- Developed written communication
- Systems knowledge
- Product and process knowledge
Internal/External contacts:
- External Customers
- Internal Customers - CC / Service Delivery Agents, CC Management Team, Support 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.
- Management of the Centre
- Account Adjustments (products/services, credit, etc.)
- Rewarding and Disciplinary Exercises
- Management of the Centre
- Account Adjustments (products/services, credit, etc.)
- Rewarding and Disciplinary Exercises
Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.
- Irregular work hours (shift basis)
Key Performance Indicators:
Team Targets
- Team Productivity dashboard
- Team Quality Dashboard
- Team Schedule Adherence Dashboard
- Ticket Quality Assessment
- Submission of agent monthly reviews by established date each month
- Absence targets met
- Talk time targets met
- Occupancy targets met
- Hourly Transaction Target
- Team Quality Dashboard
- Team Schedule Adherence Dashboard
- Ticket Quality Assessment
- Submission of agent monthly reviews by established date each month
- Absence targets met
- Talk time targets met
- Occupancy targets met
- Hourly Transaction Target
Centre Targets
- External Service Levels target
- Answer Rate target
- Customer Satisfaction targets met (centre targets)
- Net Promoter Score (customer advocacy)
- External Service Levels target
- Answer Rate target
- Customer Satisfaction targets met (centre targets)
- Net Promoter Score (customer advocacy)
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.
Ref: JAM - SDS (12/11/15)