Digicel Bermuda Ltd. is hiring a

Customer Care Manager

Deadline: 5 days

Job Type: Permanent

Digicel seeks a highly motivated individual with excellent communication, customer and leadership skills for the position of Customer Care Manager. The successful candidate will be responsible for managing the daily operation of the customer care team to ensure the achievement of call KPI targets, off board SLAs and customer experience targets. Overall responsibility will include ensuring there are appropriate quality controls, overseeing policy compliance and effective operational performance. Key duties include ensuring the department has the required resources and training, monitoring daily call center data, conducting training needs assessments, maintaining operating procedures, handling escalated customer issues, coordinating special projects, and providing performance reports as requested.

Requirements

Undergraduate degree or equivalent certification in customer services with a minimum of 3 years relevant management experience in a communications and/or call center, customer sales environment; or a minimum of 7 years’ experience in relevant area that includes 3 years management experience, in a communications and/or call center, customer sales environment. Experience and evidence of effectively managing SLAs, KPIs and related commercial targets, whilst ensuring employees are engaged, motivated and enabled.