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 - Telesales Team Leader - ICT
Primary objective of the job:
- To maximize product sales through Outbound sales agent activities
- To generate qualified customer leads for Sales agents
- To qualify sales leads from Reseller partners
Number of persons managed/supervised and their positions:
- Five (5) Outbound Sales Agents
Main Duties and Responsibilities:
Design and implement campaigns, promotions and process changes geared at increasing ICT product sales to new and existing customers
- Identify customer/product segments to upsell/cross sell and design attractive offers to achieve the objective
- Liaise with relevant teams (mainly Sales agent) to ascertain sales agent execution required.
- Communicate promotions to relevant teams
- Prepare and get sign of business cases, Tariff Adjustment forms or any other documents required
- Circulate campaign schedules
- Review relevant processes and recommend changes or identify areas affecting product sales to Business customers
Supervise activities of Telesales Agents
- Assign campaigns to agents and implement daily performance monitoring
- Manage schedule assignment and absences to ensure full coverage during operation hours
- Management of general admin duties related to the team
- Implement quality assurance measures and implement coaching, training, disciplinary action as necessary
Conduct ongoing analysis to understand campaign performance and product sales
- Conduct end of campaign review - i.e. customers called, take up/conversions, Product/Plan purchase patterns, issue feedback etc.
- Conduct ongoing analysis of Business customers with GSM and ICT services to identify segments for targeting (upsell/cross sell)
- Use contact information obtained from prospects to better understand their business needs and inform ICT product delivery team.
- Movement of subscribers, services and revenues based on campaigns run
Reports
- Campaign results, customer analysis findings
- Weekly/Monthly KPI reporting - Call rate, contact rate, leads generated, campaign take-up etc.
- Update Prospects referred by Reseller Channel in Sales Force
- Provide detailed listing of qualified sales leads for Sales agents (Daily/Weekly)
- Provide Agent performance report - (contacts/product lead/conversion)
Academic qualifications and experience required for job:
- Minimum Diploma in Business Administration or Marketing
- At least two (2) years' management experience in a Telesales environment or two (2) years' sales experience
Functional Skills:
- Strong Analytical Skills
- Excellent sales and negotiations skills
- Drive for results
- Excellent time management skills and ability to multi-task
- Excellent communication skills (oral, listening and written)
Internal/External contacts:
- Customers/Subscribers, Business Solutions Management team
Authority:
- Management of Team, Assignment of duties
Working Condition:
- 8am - 5pm working environment
- Talking with customers of diverse personalities, social backgrounds
- Adherence to schedules provided
Key Performance Indicators:
- Agent attendance (100%)
- Sales Force compliance (100%)
- Monthly Lead generation Target - TBC
- Lead conversion rate - 50%
- Prospect Contact Rate - 50%
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.