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Member Profile

Dwayne Jones
Site Coordinator
Scotiabank Jamaica
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NEW!

About Me, My Hobbies & Interests!

I am a self-motivated person, who works hard at successfully completing whatever task I am given. I am new to the workforce management industry, having only been involved for just over one year, however I have been in the contact centre for five years now. Starting out as an agent have helped me to understand my current role as the Site Coordinator for the best contact centre in the English-Speaking Caribbean.

In my current role, I work on the real-time aspect of workforce management, providing valuable information on trends within the local centre, to other members of the workforce management team, while at the same time helping team leaders (supervisors) with managing their agents to offer a truly exceptional end-to-end customer experience.

Company Details

Scotiabank is one of Jamaica's leading financial institutions with a customer base of approximately 1 million clients. Our energies are focused on individual customers, employees, shareholders, and on building a strong community presence. We have over 40 branches across the Island and the Scotia Group is comprised of core banking business, insurance and investment subsidiaries as well as a building society (mortgage company). The Regional Contact Centre provides world class service to all our Scotiabank customers across the English Caribbean region to help increase customer loyalty and improve sales performance of Scotiabank. We provide integrated customer service and sales support to our retail and small business banking customers, by offering 24/7 telephone and electronic customer service support as well as proactive cross-sales offers.
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