Digicel has announced significant restructuring of its Customer and Corporate Call Centre operations in Trinidad and Tobago, resulting in the retrenchment of several agents effective March 2. This move aligns with a broader decentralization plan aimed at enhancing competitiveness across various markets. Pieter Verkade has been appointed as the new CEO of Digicel Trinidad and Tobago.
Digicel has restructured its Customer and Corporate Call Centre operations in Trinidad and Tobago, leading to the difficult layoff of several agents. Over the past year, Digicel conducted a thorough review of its operations, determining that several support services would no longer be provided from Trinidad and Tobago, including support for Digicel Business and Mobile products.
The retrenchment, effective March 2, is specifically linked to the discontinuation of the Corporate Care Agent roles, as stated by Digicel. The company clarified that the retrenchment is not a reflection of individual performance or misconduct, but rather a consequence of the operational changes.
In a related move to enhance efficiency, Digicel merged its consumer and corporate customer care operations recently. As a result of this consolidation, service support will now be predominantly provided from Jamaica and St. Lucia, leading to job losses for a small number of agents in Trinidad.
Digicel expressed its gratitude to the employees affected by the layoffs, acknowledging their hard work and dedication. The company aims to assist those impacted while adhering to local labor laws throughout this transition.
Additionally, Trinidad and Tobago has been identified as one of several markets where layoffs will occur as part of Digicel’s decentralization strategy, which seeks to enhance competitiveness. The decentralization will affect roles at the group level across multiple countries, including Jamaica and the United States, while only impacting five roles in Trinidad.
On a leadership note, Pieter Verkade has recently been appointed as the new Chief Executive Officer of Digicel Trinidad and Tobago, succeeding Abraham Smith. With over 27 years of international telecommunications experience, Verkade is well-positioned to drive growth and innovation within the company.
Marcelo Cataldo, Digicel Group CEO, expressed enthusiasm about Verkade’s leadership capabilities. Verkade aims to enhance customer services and foster innovation, showcasing a customer-centric vision for the organization moving forward.
With a background spanning numerous leadership roles, Verkade is anticipated to bring valuable insights and strategic foresight to Digicel as it navigates the evolving telecommunications landscape.
In summary, Digicel’s restructuring of its Call Centre operations in Trinidad and Tobago has resulted in the unfortunate retrenchment of several agents as part of a broader decentralization strategy. The company is committed to providing support during this transition and has appointed Pieter Verkade as its new CEO, who will drive the next phase of growth and innovation in the organization.
Original Source: trinidadexpress.com
