Digicel is restructuring its Call Centre operations in Trinidad and Tobago, resulting in several agent retrenchments. This decision comes from a year-long review of operations and is part of a decentralisation plan affecting multiple markets. Pieter Verkade has been appointed as the new CEO, bringing extensive industry experience to guide the company through these changes.
Digicel has recently undergone significant changes to its Customer and Corporate Call Centre operations in Trinidad and Tobago, resulting in the retrenchment of several call centre agents. A retrenchment notice from the company, dated January 15, indicated that the restructuring aligns with a year’s review of its operations, leading to the cessation of various support services within the country.
In its notice, Digicel specified that, following the reorganization, roles such as Voice Support for Digicel Business, and Island Support for both Digicel+ and Mobile, will no longer be provided in Trinidad and Tobago. Consequently, affected employees, particularly Corporate Care Agents, would become redundant due to the new operational framework set to take effect on March 2.
Digicel emphasized that this decision stems from operational restructuring rather than individual performance or misconduct. The company clarified its inability to offer alternative positions to those affected. It expressed appreciation for the dedication and hard work of the employees being retrenched and wished them well for their future endeavors.
Furthermore, the company revealed that the retrenchments occur alongside a broader decentralisation plan affecting several markets, including Jamaica, St Lucia, and the United States. This plan aims to ensure that Digicel remains relevant and competitive in the telecommunications sector. The consultation period regarding these changes for Trinidad and Tobago will last 45 days, starting from last week.
Digicel reiterated its commitment to treating affected employees with dignity and respect during the transition process, assuring compliance with local labor laws. The company has made it known that its employees are central to its growth strategy, and while restructuring may pose challenges, it is essential for streamlining operations.
In a notable leadership change, Pieter Verkade has been appointed as the new Chief Executive Officer of Digicel (Trinidad and Tobago) Ltd. He takes over from Abraham Smith, who resigned after a tenure since October 2020. Verkade brings over 27 years of telecommunications experience, emphasizing the need for growth and innovation in his new role.
The new CEO expresses enthusiasm about joining Digicel Trinidad and Tobago and contributing to its success. He views the market as dynamic and aims to harness his extensive background to drive growth and enhance customer service. With his comprehensive expertise in various aspects of telecommunications, he is expected to play a transformative role in the company’s future.
Digicel’s restructuring of its Customer and Corporate Call Centre operations in Trinidad and Tobago has led to difficult retrenchment decisions affecting several agents. This change is part of a broader decentralisation strategy designed to maintain the company’s competitive edge. Additionally, under new CEO Pieter Verkade, Digicel is set to pursue innovation and growth in the telecommunications market, striving to provide enhanced customer services while navigating these significant operational changes.
Original Source: trinidadexpress.com
