Job Title: Service Delivery Team Manager
Division: Telecommunications
Reporting Line: Operations Manager
Salary: Extremely competitive + benefits
Location: Trinidad & Tobago
"This is your opportunity to be part of the most exciting project to be undertaken in Trinidad & Tobago in many years. If you have outstanding customer service skills, a strong work ethic, a commitment to delivering a quality customer service experience, above any in Trinidad & Tobago today, then we want you to come and work for us at Sierra Support Services (Trinidad & Tobago) Limited, who have been selected as Digicel's Service Delivery Partner for the project."
About Digicel Group:
After 13 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 Digicel Caribbean Cup. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
About Sierra Support Services Group:
Sierra over thirty years' experience in delivering high quality integrated solutions to blue chip clients like Digicel in Ireland, Scotland, the UK and the Caribbean. We have a workforce in excess of 2,500, with an operations network covering the whole of these regions. Our ability to deliver a full end to end project management service has differentiated us from our competition and allowed us to become a major player in the sectors in which we operate. We have incomparable commitment to health and Safety, demonstrated by the achievement of the IOSH 2013 Award for Best Training Course, RoSPA Gold Award for three consecutive years, along with the NISO Bronze Award in 2014, 'All Ireland President's Large Organisation Award' in 2008 and 2009, and subsequent successes in these prestigious awards. Finally, the company's reputation for best quality along with best customer care and service is unparalleled, with all of our staff expected to deliver to these demanding standards.
Sierra Support Services (Trinidad & Tobago) Limited is Digicel's Service Delivery Partner for their Fibre to the Home Project.
About the role:
Sierra's Service Delivery Team Manager is responsible for managing a team of 8 to 10 overhead GPON installation & Service Technician teams within our Telecommunication Division in Trinidad & Tobago
Duties and Responsibilities:
- Achieve and maintain the highest levels in quality of work through auditing, mentoring, training and coaching teams of Technicians to exceed the standards required.
- Conduct health and safety audits, ensure that best practices are in place at all times
- Ensure the clients brand is well represented while contract SLA's are achieved by the team
- Maintain customer service excellence within the team at all times
- Resolve customer complaints in a timely and satisfactory manner in line with the SLA
- Daily/weekly reporting to the Regional Manager
- Ensure strong support and communication between the field support agents and the technician teams
- Identify Technicians CPD training needs are identified (Continued Professional Development) through onsite visits and audits
Knowledge, Skills and Abilities:
- Be of outstanding good character - references required
- 5+ years technical experience working within Telecommunications sector, preferably fibre optics with proven fault finding abilities.
- 2+ years managing or supervising, coaching and mentoring teams in a similar role
- Ability to manage the team and focus their activity to exceed KPI & NPS targets.
- Excellent literacy, numeric, and IT skills including proficiency in Microsoft Office
- Procedurally driven
- Excellent interpersonal and communication skills
- Decisive, self - motivated with excellent time management skills
- Full, clean driving licence
- Excellent personal grooming and presentation
- Flexibility to work shifts in line with business requirements
- Ability to represent the company in a professional manner at all times
If you are interested if this position please click on the link below to answer some preliminary questions and to attach your CV. A member of our recruitment team will be in contact to discuss your application further.