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Digicel Vacancies January 2020

Here is a list of 12 currently vacant positions at Digicel Trinidad.

Digicel Vacancies January 2020 Customer Care Agent

Visit http://www.digicelgroup.com  for more information.

Job Title: Customer Care Agent

Location: Trinidad

Summary/Objective:

The Customer Care Agent is responsible for analyzing and resolving customer queries in a timely and efficient manner (oral and written), working in teams to build cooperation and communication, and to ultimately achieve department objectives, and ensuring world class customer care.

He/She evaluates and makes recommendations that result in increased benefit for both customers and the organization and handles all queries, complaints and requests with minimum escalation and answers all inbound and outbound calls in a professional, courteous and efficient manner.\

*Please note that the successful candidate will be required to work on a shift system.

The Company operates in an industry that works, and in which customers require support, twenty-four (24) hours per day, seven (7) days a week.  Given the nature of the industry, you are required to work in accordance with the Company’s scheduled hour.

Main Duties & Responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers
  (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Resolves customer queries and provides alternatives: handset, products and services, billing, basic technical, general company information and mans corporate switchboard.
• Activations: activates all types of products and services e.g. corporate account, individual account, staff account, v/m, data, roaming, Home and Entertainment bundle or stand-alone packages etc.
• Liaise with Dealers: provides information regarding accounts – Mobile /Home and Entertainment.
• Adjustments on accounts on: recommendations, promise to pay and monetary adjustments/corrections, update account information
• Escalates problems in accordance with the query resolution procedure dictated by the Customer Care Centre.
• 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.

Qualifications:

• Five (5) CXC passes inclusive of Mathematics and English
• Experience in and with 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.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

Apply now

Digicel Vacancies January 2020 Customer Care Team Leader

 

Visit http://www.digicelgroup.com  for more information.

Job Title: Customer Care Team Leader

Location: Trinidad

Summary/Objective:

The Team Leader’s primary responsibility is the supervision for all floor operations, conducting and overseeing all processes and workflow in the day-to-day call center operations. This entails providing guidance to Agents, overseeing critical functions such as KPIs (Key Performance Indicators) and quality while ensuring the team meets or exceeds daily metrics, and provide first-class service to Digicel’s customers.

The Team Leader must be a resource for all customer support representatives to draw upon, acting as a “secondary” resource to provide reliable escalation support to all customers when needed.  The Team Leader must listen, problem-solve, and handle customer queries, Agents issues, and other related matters while maintaining a professional and enthusiastic attitude at all times.  He/she is responsible for coaching and monitoring Agents to ensure that performance goals and objectives set for Agents and the Centre are achieved.

*Please note that the successful candidate will be required to work on a shift system.

The Company operates in an industry that works, and in which customers require support, twenty-four (24) hours per day, seven (7) days a week.  Given the nature of the industry, you are required to work in accordance with the Company’s scheduled hours

Main Duties & Responsibilities:

• Oversee and supervise performance of Contact Centre Agents.
• Actively ensure call resolution and follow-up processes as applicable
• Develop ways to motivate team and improve team spirit; engage in on-going employee development activities
• Coaches and monitors agents through side-by-sides; assesses interaction with customers handled by Agents; and monitors schedule adherence; assesses training needs of the team conducts and/or liaises with QAT team to ensure relevant training is delivered.
• Prepares Reports on Agents performance and quality score reports, assists agents with calls and escalates where necessary and assesses calls and emails handled by agents
• General Contact Centre reporting responsibilities – Collate Agents performance reports; Produce Ad- hoc reports regarding customer queries, call volumes, service levels, ticket quantity and other metrics.
• Learns the organization’s products or services, keeps up to date with any changes, and attends meetings and training courses as identified.
• Schedule and manage staff to provide appropriate coverage
• Ability to perform all of the key responsibilities of Customer Service Representatives
• Develop, implement and maintain programs to improve job efficiency and customer satisfaction
• Anticipates and prepares for upcoming resource or information needs
• Ensures agent productivity, manages associate performance, and drives floor production
• Modifies and adjusts Contact Center operations as required to meet service level agreements
• Determines work procedures, prepares work schedules, and expedites workflow
• Prepares and delivers monthly and annual performance reviews with management
• Delivers disciplinary action and maintains Key Incident Logs
• Handles and resolves escalation calls
• Miscellaneous projects as assigned by manager. Ensures that all projects are completed  with  set accurate timelines, and that results of  all  projects are accurate and  reported to  the relevant parties in a timely manner
• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner
• 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.

Qualifications:

• Bachelor’s degree AND related certification
• Technical Certification in related discipline would be an asset
• 2 to 5 years related experience (Call Centre related/Supervisory skills)
• Experience in and with 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.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

Apply Here

Digicel Vacancies January 2020 Consumer Sales Executive

Job Title: Consumer Sales Executive

Location: Trinidad

Summary/Objective:

The CONSUMER SALES EXECUTIVE is responsible for the management of appointed retail partners that fall under their supervision, by ensuring that these partners meet and exceed all targets issued by Digicel through their Digicel Retail Stores and other retail footprint by exploring business opportunities and managing projects by partnering to sell Digicel products and services.

Main Duties & Responsibilities:

Continuously seeks and capitalizes on opportunities (internal and external) by placing a keen interest on understanding and effectively managing the dealer and its business affiliates in a professional and profitable manner.

Meet with all dealer principles and key partners once a week and all other partners once per month. Visit all flagship stores once per week and all other stores bi-monthly specific to the functions outlined below.

• Sales Management:
  • Work with dealer principle in weekly sessions (see no. 6) on sales strategy with a minimum of 2 initiatives to ensure that all their respective dealer stores achieve the Company’s Sales Target and devise recovery plans for any gaps in targets and address any challenges all challenges related to Prepaid, Postpaid, Home & Entertainment. Review Staff Performance and commission structure and incentives (localized or general) with dealers to improve performance levels and drive specific areas of sales.
  • Review the Sales MTD with store supervisor at each visit and address any challenges, red flag any systematic or support issues to be addressed internally.
  • Spot and frame up opportunities to increase revenue and acquisitions for Digicel though dealers.
  • Explore with dealer ideas for promotions & activities to drive sales within stores and other retail foot prints monthly.

• Stock Management:
  • Manage Stock in stores and ensure the dealers place the orders required to meet demand.
  • Performs a stock check in store and reconciles to Aria (Handsets and SIMS).
  • Ensure all stores operate within the policy set out for both Partner Dealer and Open Market
  • Liaise with the Recharge Team to ensure dealer/reseller has sufficient InSwitch balance.
  • Ensure that non InSwitch users have sufficient stock of Top Up. This will be validated by balance report from the terminal.

• Look and Feel:
  • To ensure Maintenance is up to standard: Conducts an audit of the stores look and feel on each visit using the same tool as the Group’s mystery shopper.
  • To ensure that all stores maintain the Digicel Look (internally and externally) pertaining to Clean and Fresh Paint, Correct and lit signage.   Flag to Merchandiser any incorrect Pricing, Displays, and Descriptors.
  • Flag to Merchandiser any incorrect and outdated marketing material in all fixtures based on the approved layout.
  • Ensure that all dealer comply with the terms set out in the Dealer Direct Buy policy.

• Training:
  • Ensure all new staff are scheduled for On-boarding before being sent to the channel
  • Reviews all Digicel Bulletins issued with staff
  • Conference call with dealer representative and store supervisors every morning to review previous day performance and gap/plans/new launches

• Reviews Mystery Shopping results

• Resolves Digicel and Dealer/Reseller issues and concerns within a timely manner weekly. Demonstrates an understanding of the needs of our Dealers and is receptive to feedback.  (On Call from 8am- 7pm Monday- Saturday)

• Work with dealer on high level through projects (internal and external) and explore opportunities through new business for partnering to sell Digicel products and services (Set session with dealer principle for once a week and enter into Shared Calendar).
• To ensure that all dealer principle sessions are documented using an established template with accompanying action list.
• Communicate all updates to dealer principle pertaining to items 1-4 above (Sales Management, Stock Management, Look and Feel and Training) in weekly dealer session outlined in number “6”.
• To ensure that which is outlined in number “7” is shared via email with the dealer principle by COB on the day of session and also stored Digicel’s share drive for easy access.
• To exchange progress report and challenges with dealer principle mid-week based on ongoing actions assigned to both parties.
• Supports Aria POS- Trouble shooting and logging tickets to MMS.
• To ensure the Fulcrum App is used to record data on store visits and a PDF copy emailed to dealer principle and Retail Operations Manager.
• 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.
• 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.

Qualifications:

• Bachelor’s degree AND related certification OR equivalent combination of education and experience.
• 1-3 years’ experience performing similar role / duties.
• Experience in and with 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
• Must have a reliable vehicle
• Must be familiar with various zones throughout Trinidad

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment

Apply Here

Digicel Vacancies January 2020 BSS Voice Engineer

Job Title: BSS Voice Engineer                                    

Location: Trinidad

Summary/Objective:

The BSS Voice Engineer is responsible for providing effective and efficient technical support for all Core nodes, implementing and relating testing of new software and hardware, and conducting fit-for-purpose analysis of trends to plan and implement expansion(s) within the Digicel network.

Main Duties & Responsibilities:

• Customer Focus: Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner. Takes ownership of all customer issues till resolved. Positive attitude and dedication to improve the customer’s experience.
• Network Design: Responsible for the Planning, Implementation and expansion of the NSS/BSS/RAN layer of Mobile network to ensure support growth of subscriber base and offered services. This also includes the domestic interconnects and international networks.
• Operation and Maintenance: Ensure all Switching Core Node Routines are conducted with immediate follow up on all exceptions. This should include documentation of procedures and recording systems to reflect the same.
• Node Configuration: Oversee the design, installation, configuration and troubleshooting of network elements such as MSC, BSC, HLR, MGW, RNC, HSS and ITPs.
• Quality of Service: Perform routine IREG QoS testing to ensure that our roaming partners can access our network and modify network routing based on Roaming Partners IR21 changes. Perform international call testing to ensure call quality is within the MOS standards.
• System Records: Ensures that high level/low level design documents, service catalogues and network diagrams are created and updated for the Core Switching Network. Develops configuration management system, training manuals and troubleshooting processes for all node configurations.
• Network Troubleshooting: Ensure all fault related queries and/or internal service tickets meet the define SLAs. Ensure all customer issues are resolved in a timely manner with detailed analysis to determine root cause and follow up activities. Provide Technical support for other Markets as required.
• Network Analysis and KPIs: Preparation and analysis of KPI reports reflecting the state of the network to the business and other stakeholders. Review the network design based on these to suggest optimization methods. Perform monthly capacity planning updates to review all inter site capacities and international capacity for current and predicted subscriber base.
• Network Processes: Continuously enforces documented processes and be able to make recommendations to optimize or create new processes where needed.
• System Monitoring:  Development of Core Switching dashboards which clearly define service performance trends and functional performance of the Switching network. Monitor this dashboard as part of operational routines for detection of issues and capacity planning.
• SLAs: Work with and support Technology Operations to ensure all SLA targets are met or exceeded.
• Change Control: Ensure that the Change Control process is followed and that all changes are adequately planned with sufficient review to achieve 100% change success.
• 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.

Qualifications:

• BSc. Degree in Electrical/Communications Engineering or Computer engineering/software engineering.
• A minimum of 1-3 years of experience in a similar environment.
• Experience in and with the mobile telecommunications sector would be considered a valuable asset.
• Knowledge of SS7 Signaling and GSM networks; IP standards and networking systems; Business Objects and Tableau.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.
• Interactive
• Willingness to improve

Apply Here

Digicel Vacancies January 2020 Telesales Agent

Job Title: Telesales Agent

Location: Trinidad

Summary/Objective:

The Telesales Agent is responsible for frontline representation of Digicel FTTH products and services primarily to the Consumer base. This includes up selling and cross selling to our existing base, generation of new business opportunities to achieve set target.

Main Duties & Responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Understand the FTTH products/services being sold and how it may differ from similar products or services sold by competitors.
• Able to recommend to existing and new customers the product that best fits both his/her needs and budget.
• Communicate effectively how the recommended product will help/satisfy the customer’s needs.
• Conduct Upsell campaigns based on specific projects.
• Perform outbound calling to potential customers who may have shown an interest or requested information regarding a product/ offer or have maybe requested information.
• Able to handle inbound and/or outbound calls dependent on the specific project.
• Assist with customers’ requests for direct contact resigns and query assistance.
• Communicate clearly and effectively with customers.
• Manage the duration of all calls, recognize and manage assertive customer calls.
• Ensure the timely and accurate update of all sales-related reporting databases, mechanisms and reporting tools as required.
• Attend and actively participate in all products and services training, utilize the acquired skills and product knowledge to enhance customer service delivery and make recommendations for improvement.
• 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.

Qualifications:

• Five (5) CXC passes inclusive of Mathematics and English
• 1-2 years relevant work experience in Call Centre.
• Experience in sales is preferred.
• Experience in and with 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.

Functional Skills:

• Excellent verbal and written communication skills
• Excellent Interpersonal skills
• Innovative and self-motivated
• Customer-centric with a passion for delivering exceptional service
• Goal oriented  and driven towards success
• Strong  computer skills including the full suite of Microsoft Office solutions is mandatory
• Strong Time Management skills

Apply Here

Digicel Vacancies January 2020 TV Core Engineer

Job Title: TV Core Engineer

Location: Trinidad

Summary/Objective:

The TV Core Engineer will be responsible for the planning, design, configuration, troubleshooting and overall maintenance of IPTV & OTT infrastructure and services including satellite dish farms. The TV Core Engineer will also perform daily operations and maintenance on systems providing IPTV and OTT services, and shall support external departments to resolve faults and customer care issues within acceptable timeframes. This role requires knowledge and experience in IPTV/OTT systems including but not limited to CMTS, Digital and Analog receivers, Video Modulation systems, Video multiplexors, Aggregation equipment, Optical lasers and receivers, FTTH overlay equipment, Servers, Routers, Switches, SDHD Encoders, VOD server and storage devices, satellite and receivers. Going forward within this document, these systems are collectively referred to as the IPTV/OTT systems. Some responsibilities outlined below extend to the Head-End IPTV/OTT systems and equipment located in Barbados.

Main Duties & Responsibilities:

• Customer Focus: Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner. Takes ownership of all customer issues until resolved.
• Network Design: Design the IPTV/OTT networks which support the IPTV/OTT systems and services and network connectivity from the IPTV/OTT systems within the Head-end towards the wider IP network (RAN/ IP CORE). Engineer should also be able to design/configure/implement the IPTV/OTT systems to support specific IPTV/OTT plans and promotions.
• Node Configuration: Perform all configuration of IPTV/OTT systems as required. Creation of VOD content and ingest into the delivery platform. Updating of the EPG and ensuring accuracy of the EPG metadata. Manage TV changes or upgrades, ensuring they are implemented with minimal disruption to customers.
• Lab testing and sign off for IPTV and Access service enhancements such as IU, EPG, VOD, New channels, Radio, NPVR, Video Streaming.
• Operation and Maintenance: This TV Core Engineer has the knowledge and expertise to develop systems and procedures geared towards the maintenance of the IPT/OTT systems to ensure it is functioning as per design and the availability of the network with minimum downtime. Perform quality control assessment of all office installations and repairs to ensure they meet company standards.            Managing the channel blocking (Slating) and schedule of blocking. Perform daily checks across all channel for validation of streams and metadata. Communicate with vendors regarding updates/patches and deployment of updates/patches.
• Network Troubleshooting: Investigate, troubleshoot and restore any, alarms, network issues or customer service outages related to IPTV/OTT systems and services. Perform detailed analysis to determine root cause and follow up activities. 3rd Line Operational Support for IPTV issues. Troubleshooting IPTV/OTT equipment across multiple vendors. Responsible for handling live incidents and working with other operational teams to resolve incidents. Technical liaison with internal teams and external third party suppliers to manage the investigation and resolution of operational IPTV issues.
• Network Analysis and KPIs: Preparation and analysis of KPI reports reflecting the state of the network to the business and other stakeholders. Performs monthly capacity planning and reviews IPTV/OTT network design based on these to suggest optimization methods.
• SLAs: Work with and support Technology Operations to ensure all SLA targets are met or exceeded.
• Quality of Service: Develop Quality of Service design and configuration for all services across the IPTV/OTT systems to ensure that low latency services and critical traffic receives the appropriate bandwidth/priority.
• Network Processes: Develop and implement the Availability, Capacity and Continuity Processes for the IPTV/OTT systems and all relates services.
• System Records: Create documentation for high level design and low level design and any installed base records. Create configuration management system, training manuals and troubleshooting processes for all node configurations.
• System Monitoring: Create and monitor IPTV/OTT systems dashboards which clearly define service performance trends and functional performance of the IPTV/OTT systems, network and services. Monitor this dashboard as part of operational routines for detection of issues and capacity planning.
• 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.
• 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

Qualifications:

• BSc.Degree in Electrical/Communications Engineering or Computer engineering/software engineering.
• A minimum of 2-3 years of experience in a similar environment.
• At least 5 years’ experience in the management of IPTV Headend and outdoor plant planning experience
• Expert knowledge of MPEG 4 / HD / SD
• Strong knowledge of Conditional Access (CAS), Digital Rights Management (DRM)
• Experience working on Harmonic/Minerva/Verimatix/Vubiquity vendor systems
• Flexible to work shift if needed
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment

Apply Here

Digicel Vacancies January 2020 IT Cloud Performance & Optimisation Analyst

Job Title: IT Cloud Performance & Optimisation Analyst

Location: Trinidad

Summary/Objective:

The IT Cloud Performance & Optimisation Analyst is responsible for monitoring the Cloud environment to ensure the right resources to a workload or application are in place.  Working with various performance data such as system latency, CPU, memory use and workloads the analyst will determine how well systems are working and manage this to improve and enhance the operation of the IT Cloud Service across the business.

Main Duties & Responsibilities:

• Development of the metrics to measure the Day to day performance of the IT Cloud environment.
• Develop the processing of the performance data.
• Understand what ‘normal’ looks like and build measures around this to manage and track anomalies.
• Understand where finances are being allocated.
• Compile performance reports of services in the cloud to present to Application & Business owners.
• Develop optimization plans to remove cost or improve performance
• Identify opportunities for automation that can assist in cost control
• Identify opportunities to move applications to different configurations that will affect and increase performance or lower overall cost
• Identify applications that can move to reserved instances to save cost
• Identify applications that are no longer used as heavily and can be scaled down
• Responsibility to identify, manage and track all Cloud assets and Software in use in the Cloud, ensuring that use is optimized based on performance and associated cost.
• Map spend against technologies and suppliers and manage budgets.
• Responsible for the development and identification of Continual Service Improvement Plans. To ensure that IT Services deliver improvements to service through to completion.
• Continually audit Business Services to ensure they reflect accurate detail
• Develop relationships across the Digicel markets to understand the technology, support and service needs.
• Support ITIL processes covering Knowledge management, service continuity management, change management, transition planning and support, service validation and testing, service level management, capacity management, service catalog management, maintenance services, service improvement

Qualifications:

• A minimum of two years’ experience in a similar role
• Understanding of ITIL Service Management
• Understanding of IT Asset Management
• Experience in improving the overall control environment, ensuring efficiency, effectiveness, and compliance with appropriate regulations
• Overall knowledge of IT infrastructure components and how they interact

Functional Skills:

• Ability to implement policy & processes.
• Ability to work under pressure and to meet deadlines.
• Must be a team player with strong organizational and leadership skills
• Ability to communicate and measure key performance indicators to peers and executive leadership as needed
• Highly self-motivated and a quick learner
• Ability to understand technical IT terms and present to non IT audience
• Strong written and verbal communications skills with an ability to create business correspondence, as well as the ability to communicate effectively at all levels of the organization including senior management levels

Apply Here

Digicel Vacancies January 2020 Training Executive

Job Title: Training Executive

Location: Trinidad

Summary/Objective:

The Training Executive is responsible for maintaining the delivery of exceptional “World Class Customer Care” within Digicel Trinidad and Tobago’s FTTH Call Centre, along with the development and execution of training programmes to new and existing FTTH Call Centre agents and Team Leaders.

Main Duties & Responsibilities:

• Identifies and communicates agents’ training needs to the QAT Executive and/or Manager.
• Coaches Agents and hosts & facilitates Calibration Exercises.
• Creates training outlines, plans, presentations and programs and prepares training schedules to inform trainees and facilitators of training dates and session durations.
• Ensure all training facilities are ready in preparation for training sessions (administrative duties) and identifies prospective presenters for each module. Informs presenters/facilitators of training dates, times, venues for their modules.
• Prepares training schedules for trainees that details training modules, dates, times & venues and secures training aids (laptop, projector, easel boards, flip chart paper, markers, all other stationery needs etc.) that facilitators require.
• Prepares training site/room to receive trainees (cleanliness, set up etc) and/or assists presenters in preparation of lesson plans, presentation materials and handout and prepares and/or assists presenters in preparing post-module tests and grades post-module tests.
• Effectively conduct training sessions, and assesses Trainees via verbal and written assessments of trainees are completed on a daily basis during all training programs.

Qualifications:

• Diploma in HRM or equivalent
• A minimum of 5 O’Levels inclusive of Mathematics and English, with some experience working in a customer service environment
• Teaching/Lecturing/Training experience /certification would be an asset
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements

Functional Skills:

• Very strong collaborative skills
• Strong presentation skills
• Strong Task & Team orientation
• Excellent verbal and written communication skills
• Excellent Interpersonal skills
• Innovative, resourceful and self-motivated
• Customer-centric with a passion for delivering exceptional service
• Goal oriented  and driven towards success
• Computer skills including the full suite of Microsoft Office solutions is mandatory
• Strong Time Management skills
• Very strong business skill and acumen

Apply Here

Digicel Vacancies January 2020 Dispatch Agent

Job Title: Dispatch Agent

Location: Trinidad

Summary/Objective:

To effectively process and manage dispatched orders received for all Direct Sales orders to ensure timely delivery of the product and service to the customer. The driver is responsible for transportation of company assets to and from key areas across the country in a timely manner, managing assigned vehicle and completing accurate daily reports and incident reports as needed.

Main Duties & Responsibilities:

• Delivery of all direct sales orders to maintain the digicel standard turnaround time of all deliveries
• To contact all customers prior to delivery
• Sorting of all orders received for ease of delivery based on different transport zones
• To collect, record and log all delivery notes received from customers at the point of delivery
• Updating of the dispatch sheet at the delivery stage to ensure the accurate monitoring and tracking of orders
• To provide daily updates to the dispatch team leader
• Provide daily/weekly/monthly reports as well as ad-hoc reports on all deliveries
• Maintaining relationship with various departments
• Maintaining contact with customers where necessary on issues they are experiencing in relation to the fulfillment of their order and related issues
• Assisting walk in customers with delivery collection if needed

Qualifications:

• 5 CXC O’LEVEL including English Language and Mathematics (or a quantitative subject)
• Driving experience – minimum of 3 years
• Defensive Driving Certificate will be considered an asset
• Valid driving license – class 3 necessary / class 4 an asset
• Must be able to independently lift up to 50 lbs
• Must have own reliable vehicle

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment

Apply here

Digicel Vacancies January 2020 Experience Store Associate

Job Title: Experience Store Associate

Location: Trinidad

Summary/Objective:

The Experience Store Associate will be responsible for guiding, advising, selling, and setting up customers’ new products. You will perform other roles within the Store such as maintaining visual merchandising or assisting team members.

You are highly skilled at uncovering customers’ needs, then following through with enlightening solutions. You stay on top of news about products and initiatives, ready to apply your learning in customer interactions. Your success is measured by team and individual productivity as well as overall store performance. You’re proud to represent Digicel, and you get great satisfaction from helping customers develop lifelong relationships with Digicel.

Main Duties & Responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers
  (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• All Experience Store Associates will be responsible for, but not limited to, the following;

1. Greet Customers within 60 seconds of entry
   • Direct Customers to the appropriate service/sales area
   • Queue management – understand the reason for the customers visit and log them appropriately in the Company’s subscribed software
2. Complete the following Sales transactions:
   • Handset Sales
   • Device Sales
   • SIM Sales
3. Complete the below Services
   • Plan Activations
   • SIM replacement
4. Ensure the effective turnaround time of all queries in accordance with Service Level Targets set by the Experience Store Manager.
5. Bill Payment (Receive all cash and non-cash bill payments and apply to customer’s account accordingly and adhere to cash management processes.)
6. Top up sales
7. Experience Store Associates will be expected to assist customers, both consumer and corporate, in resolving the below queries with the respective Service Level Agreements:

• Bill Queries
• Repair Submission
• Repaired handset Collection
• Account Change Requests
• Handset Troubleshooting requests
• Call Detail Requests
• Showcase the benefits, value, and usefulness of Digicel products to make them desirable to potential customers
• Boost sales by facilitating in-store demonstrations.
• Meet Sales targets set by the Experience Store Manager

• Ensure that all customer queries and interaction are logged for effective reporting. (This should be effectively managed by the supervisor)
• File all forms and letters used and received on a daily basis.
• Answer all emails sent to the Digicel Front Office Inbox. Also ensuring all letters received from customers are actioned within the stipulated timeframe.
• Meet and interact with customers in a professional and courteous manner maintaining the Digicel Brand.
• 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.
• 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.

Qualifications:

• Minimum of five (5) O’levels passes (including Math and English) or equivalent combination of education and experience.
• At least 1-3 years’ experience performing similar role / duties.
• Experience in and with 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

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job
• Confidentiality and trustworthiness
• Initiative and resourcefulness in the conduct of duties
• Strong communication (oral and written) and interpersonal skills
• Ability to relate to a diverse working environment

Apply Here

Digicel Vacancies January 2020 IT Technical Services Technician

Job Title: IT Technical Services Technician

Location: Trinidad

Summary/Objective:

The IT Technical Services Technician is responsible for monitoring, maintaining and upgrading the end-point computer systems, facilities IT equipment and networks. Their day-to-day responsibilities will include installing and configuring computer systems, room electronics, and LAN/WAN systems, diagnosing hardware and software faults and solving technical and application problems. The IT Technician will oversee the smooth running of computer systems and programs whilst ensuring users get maximum benefits from them.

Main Duties & Responsibilities:

• Installing and configuring computer hardware, operating systems and applications
• Conducting checks on computer/conferencing equipment
• Monitoring and proactively maintaining computer systems and networks
• Replacing parts as required
• Troubleshooting system and network problems and diagnosing and solving hardware or software faults
• Monitoring Help Desk tickets and resolving user issues
• Responding within agreed time limits to call-outs
• Working continuously on a task until completion (or referral to third parties, if appropriate)
• Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues
• Rapidly establishing a good working relationship with colleagues, customers and other professionals, such as software developers
• Setting up new users’ accounts and profiles and dealing with password issues
• Providing support, including procedural documentation and relevant reports
• Following diagrams, written and video instructions to repair a fault or set up a system
• Supporting the roll-out of new applications or updates
• Testing and evaluating new technology
• Maintaining documentation and hardware/software records
• Preparing reports on equipment and IT systems supported by IT service management
• Coordinating with vendors for support for services with whom we have a contract

Qualifications:

• 1-3 years’ experience performing similar role / duties.
• MCSE or Diploma level IT Certificate equivalent.
• Experience in and with 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.

Functional Skills:

• Be ambitious, driven and passionate about all things related to digital apps and music, with an excellent comprehension of how the industry works and the key world players
• Have polished presentation, communication, and analytical skills
• Have an adaptive style in being able to communicate often technical ideas in simple terms
• Have strong organizational skills, being able to manage multiple projects at once

Apply Here

Digicel Vacancies January 2020 Digital Sales Consultant

Job Title: Digital Sales Consultant

Location: Trinidad

Summary/Objective:

Trend Media Group is the Caribbean’s leading digital media and strategy house, providing digital advertising solutions across desktop and mobile applications in each of our markets.

As the Digital Sales Consultant, you will work alongside some of the brightest minds and latest technologies to help our existing and prospective clients improve their digital strategies.

You will be goal oriented, a relentless hunter, always striving to win new businesses, have a track record of accomplishments and of exceeding monthly goals.

Main Duties & Responsibilities:

• Execute sales strategies and deliver sales presentations
• Build strong, lasting relationships with your clients based on trust
• Execute sales campaigns to defined targets and verticals;
• Prepare sales contracts
• Educate clients on the best digital marketing approach and solutions tailored to their specific needs

Qualifications:

• Bachelors in Business or Marketing or equivalent;
• Salesforce experience preferred, but not a mandatory
• Innate ability to explain digital concepts related to digital marketing without using technical jargon
• Display creative, strategic approach when developing solutions for clients
• Experience in communicating and negotiating with senior level marketing leaders

Functional Skills:

• Be ambitious, driven and passionate about all things related to advertising with a good  comprehension of how the industry works and the key players
• Have good presentation, communication, and analytical skills
• Have an adaptive style in being able to communicate often technical ideas in simple terms
• Have strong organizational skills, being able to manage multiple projects at once

Apply Here

Digicel Vacancies January 2020 Sales Campaign Manager

Overview

Digicel

– Chaguanas, Trinidad and Tobago

– Digicel Group is a total communications and entertainment provider with operations in 31 markets in the Caribbean, Central America and Asia Pacific. After 18 years of operation, total investment to date stands at over US$5 billion worldwide. The company is renowned for delivering best value, best service and best network.

Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programmes. Visit for more information Job Title: Sales Campaign Manager

Location: Trinidad

Summary/Objective: The SALES CAMPAIGN MANAGER will be responsible for collaborating with Commercial, Product Development and Business Insight and Sales teams to ensure accomplishment of objectives. The role will be responsible for the coordination and roll out of campaigns ensuring that the right segments are targeted utilizing new and ex… – Permanent – Full-time

Tagged as: business, full time, investment, IT, manager, sales, trinidad […More / Apply]

Digicel Vacancies January 2020 Legal Counsel

Date: Jan 3, 2020

Location: Kingston, JM, WI

Company: Digicel

Primary Objective of this Role:
Supporting various projects to ensure successful completion and grow the business.

The Candidate:
We seek a skilled, experienced consultant with the ability to effectively manage the legal, regulatory and compliance aspects of all our new initiates and projects. Candidates must have a visible track record of successfully negotiating, managing and delivery or new initiative and projects undertaken by the legal team in support of the business.
This position requires a candidates Objectivity, Strategic Planning, Regulatory Knowledge and Skill, Compliance Knowledge and Skills, Supervision, Professionalism, Integrity and one who delivers on required deadlines. The position requires a candidate that can work independently, delivering real tangible contribution to the business and have an enthusiasm with financial services. 
Main Duties/ Main Responsibilities:

• Support the Head of Legal & Regulatory for Digicel Financial Services in various strategic projects in one or more of the following ways:
• Review and provide legal regulatory advice on the design and roll-out of new products;
• Provide invaluable, well thought out solutions to the team to navigate financial services challenges and realize go to market;
• Act as a point of contact to the compliance and business employees on legal inquiries involving licensing in more than one country, legislative activity, and other legal, regulatory and compliance matters;
• Subject matter expert on the laws and regulations impacting new and existing projects;
• Prepare, negotiate, and review contracts;
• Instruct and manage consultants/outside counsel in numerous jurisdictions as directed by line manager;
• Collaborate closely with the compliance department;
• Assist with the management of litigation processes;
• May assist in the development of internal policies, procedures, best practices and compilation of precedents and know how;
• Perform legal research and draft memoranda
• Address any other general or ad-hoc legal and regulatory queries/projects from internal business stakeholders as needed;
• Perform other duties as required by line manager.

Academic Qualifications and/ or Experience required for this role: 

• Law Degree in relevant jurisdiction.
• Admitted or eligible to practice law in one or more relevant jurisdictions.
• Minimum four years’ actual commercial law firm experience or four years’ experience in the legal department of a financial institution.
• Experience in telecommunication or working with telecommunication clients will be an added advantage.
• AML qualification will be an added advantage.
• Track record of adding value through the provision of pragmatic and commercial advice.
• Ability to operate in a fast-moving, change intensive and culturally diverse environment.

Apply Here

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Digicel Vacancies January 2020

Digicel Vacancies January 2020

Digicel Vacancies January 2020

Digicel Vacancies January 2020

Digicel Vacancies January 2020

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