H&E Operations Team Lead




Sep 3

This job is no longer accepting applications.

Primary objective of the job:

  • The H&E Operations Team Lead is expected to coordinate day-to-day operations of the H&E Product as it is rolled out in the market.
  • Use historical data to ensure a better customer experience for new and existing Digicel Fixed (Home Entertainment) customers particularly focused on the installation function.
  • Monitoring Service Desk to ensure all sales applications and incidents/complaints are processed within the agreed SLA.

Main Duties and Responsibilities:

  • Define periodic and ad-hoc reports from internal data and ensure that they are created in a timely manner with the correct information.
  • Perform in-depth statistical analysis, interpret results, and make recommendations where the evaluation shows trends, detrimental impact to our opportunities for the business.
  • Increase efficiencies in the fulfillment process by analyzing customer trends and recommending streamlined process to improve overall performance
  • Manage productivity for the Service Delivery team.
  • Build solid relationships with key internal stakeholders: GIS, IT OPS, Customer Care, Marketing and Sales and outsourced service providers
  • Work closely with Technical teams to understand roll-outs, network challenges etc and adjust operations accordingly.
  • Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests.
  • Monitor inbound and outbound calls and emails for compliance, process improvement and accuracy
  • Work with Marketing & Commercial teams to set overarching sales and promotions targets for Home and Entertainment Products.
  • Provide direction on communications to Home and Entertainment customers to ensure satisfaction levels are maintained.
  • Track installations and sales to ensure targets are met
  • Responsibility for Product catalogue, updating plans and pricing as needed.
  • Define sales process for the retail store and corporate teams.
  • Work with credit & collections to ensure revenue collections are in line with targets.
  • Oversee disconnection and re-connection process 

Academic qualifications and experience required for job:

  • 5 years relevant experience in a telecommunications environment with experience in operation
  • Experience working within a competitive, high volume, data rich, commercial environment: telecommunications, utilities, banking, retail catalogs, government data.
  • Degree in either Business Administration.

Functional Skills/Competencies:

  • Numeracy: candidate needs to be very comfortable dealing with statistical data.
  • Superb attention to detail, strong analytical skills and the ability to deliver results to tight deadlines in a fast paced and dynamic environment.
  • Effective communication skills, including the ability to articulate progress, issues and recommendations in a concise summarized manner.
  • “Can-do”, positive attitude with a mind to always quantifying what their contribution to the work is worth.
  • Ability to work in a team environment and on own initiative with the desire to learn new skills.
  • High levels of expertise with PC applications especially Excel, PowerPoint & Word.
  • Able to work out-of-hours.
  • Ability to work on own initiative, under pressure and to tight deadlines
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