Digicel has restructured its call centre operations in Trinidad and Tobago, resulting in the retrenchment of agents, effective March 2. This move is part of a broader decentralization plan aimed at enhancing efficiency across multiple markets. Pieter Verkade has been appointed as the new CEO, succeeding Abraham Smith, as the company focuses on innovation and customer satisfaction.
Digicel has recently restructured its Customer and Corporate Call Centre operations in Trinidad and Tobago, leading to the retrenchment of several agents. The company has indicated that this decision follows a comprehensive evaluation over the past year. As part of this reorganization, several specific support functions will no longer be executed in Trinidad and Tobago, resulting in personnel becoming surplus to requirements, particularly those in Corporate Care roles.
The layoffs are set to take effect on March 2, with Digicel emphasizing that this decision is not related to employee performance or misconduct. Instead, it stems from a strategic restructuring of their call centre operations, which aims to enhance efficiency. In confirmation of this, Digicel communicated that they could not offer alternative employment to those being retrenched.
Notably, Digicel recently merged its consumer and corporate care functions, consolidating most support services into Customer Care Centres located in Jamaica and St. Lucia. This move has inevitably led to the departure of some agents in Trinidad, as affirmed by the company’s statements expressing gratitude towards the workers affected.
Additionally, Trinidad and Tobago is among seven countries experiencing job redundancies due to Digicel’s decentralisation plan, which seeks to bolster competitiveness across various markets, including Jamaica, St. Lucia, and the United States. The process is marked by a consultation period lasting between 30 and 45 days, with assurances made from Digicel regarding employee treatment amidst these changes.
On a related note, Pieter Verkade has been appointed as the new Chief Executive Officer of Digicel (Trinidad and Tobago) as of February 21. He takes over from Abraham Smith, who resigned earlier in February. Verkade possesses extensive international telecommunications expertise and aims to leverage his experience to guide the company through its forthcoming growth phase.
In welcoming Verkade, Marcelo Cataldo, the Digicel Group CEO, expressed confidence in his capacity to lead the organization effectively. Verkade’s focus on innovation and customer satisfaction aligns with Digicel’s strategic vision. His diverse background positions him well to enhance the company’s market services as they navigate through these transformative changes.
In conclusion, Digicel’s restructuring of its call centre operations in Trinidad and Tobago leads to significant workforce reductions, driven by a strategic shift towards decentralization and enhanced operational efficiency. The commencement of this change aligns with the appointment of a new CEO, Pieter Verkade, who aims to leverage his extensive industry experience. As the organization transforms, it emphasizes support for affected employees while pursuing a competitive edge within the telecommunications market.
Original Source: trinidadexpress.com
