DB Support Team Leader

Company description:

Digicel Group Limited

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: DB Support Team Leader

Primary objective of the job: 

The DB Support Team Leader monitors, and supervises the Digicel Business support agents, to achieve goals that contribute to the growth of the organization. The team leader is responsible for leading and managing a team of customer service representatives, in providing exceptional service to our business clients. This individual will be responsible for ensuring that customer inquiries and issues are handled in a timely and efficient manner, and that customer satisfaction is maintained at a high level.

Main Duties and Responsibilities:

• Lead and manage a team of support agents
• Monitor and evaluate team performance and provide feedback and coaching as needed
• Develop and implement customer service policies and procedures
• Communicate effectively with all levels of management
• Creating an inspiring team environment with an open communication culture
• Set clear team and individual goals with specific actions to achieve these
• Strive for brilliant customer satisfaction, and ensure sales targets are met by each agent and your overall team using KPI’s such Voice Metrics, Ticket Metrics, CSAT, FCR & NPS
• Monitor the day-to-day operational and sales delivery of the team, real time and through historical data points
• Plans and runs team meetings, ensuring continuous communication on overall business updates and specific team performance
• Encourages, guides and support the agents personal and career development
• Ensure Quality & Compliance Evaluation of contacts are handled by agents against agreed criteria
• Conduct formal agent coaching sessions and agreed clear actions for improvements
• Use agent and customer data sets to identify coaching and training requirements within the team
• On the job training and coaching, including but not limited to products, services, soft skills and technical knowledge
• Ensure that agent exceptions are captured through the WFM team’s set process
• Deliver on the agent's payroll requirements through accurate timesheet capturing, ensuring all necessary support documents are delivered
• Manages leave liability and requests in collaboration with the WFM and HR teams
• Ensure return to work discussions are held with agents after sick and long annual leave
• Performance improvement tracking and reporting
• Reporting requirements as set by the customer experience function
• Working safely is a continuing condition of employment. Digicel (Trinidad and Tobago) Ltd. is committed to establishing and maintaining a safe and healthy working environment and considers safety to be an integral aspect of every job function. As a condition of your employment, you will be required to observe and fully comply with all HSE rules / policies / procedures and applicable legislative provisions as well as wear the appropriate Personal Protective Equipment (PPE) where and when applicable.
• 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:

• A minimum 2 years’ experience in a customer service environment
• Minimum 1-year supervisory experience
• Certification in Management, Business Administration, Project Management or relevant field is preferred.

Functional Skills:

• Excellent motivational, interpersonal and communication skills

• Planning, Organization and People leadership skills
• Ability to evaluate performance and set clear actions for improvement
• Ability to effectively perform in a dynamic, fast-paced and high-pressure environment

• Attention to detail
• Interpersonal skills
• Ability to build relationships cross functionally
• Problem solving
• Decision making
• Self confidence
• Self-motivated
• Teamwork
• Proficiency in Microsoft Excel, Word and PowerPoint
• Developed written communication
• Systems knowledge
• Product and process knowledge