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Rogers Communications Canada Inc.

Senior Manager, Fido

Kelowna, BC
Full Time
4 days ago
At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.
As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.
As a Sr. Manager, reporting to the Director, you will work in partnership with the Centre's Senior Leadership team for a shared accountability of the Customer Solution Centre. You will be responsible for leading, developing, and motivating a high performing frontline team; while meeting service and sales expectations of the customer, business and stakeholders. We are looking for a leader who, first and foremost, can inspire others and who consistently leads by example. Are you passionate about customer service, sales, and the consumer space? Do you have a proven track record of helping to build and develop top performing teams? Do you thrive in a fast-paced, highly competitive contact centre environment? If so, these are the skills we think you will need to be successful in this role:

  • Effective coaching support for a group of Consumer Care Managers and Frontline consultants, to meet and exceed departmental objectives
  • Establish and maintain a culture of coaching and development that promotes learning opportunities and personal growth for all employees
  • Motivate and develop a high performing team that will exceed customer and stakeholder expectations
  • Ensure that key business indicators are met and exceeded, through the development of operational strategies focusing on the four pillars of Care Transformation and more specifically: customer satisfaction, revenue growth, employee satisfaction, cost efficiency
  • Participate and support the development of an annual departmental budget in line with business and corporate objectives
  • Optimize use of available resources to generate objectives/desired results by partnering with workforce, HR, Recruiting and other key stakeholders to forecast, deploy staff, monitor service level performance and execute on Consumer Care strategies and action plans
  • Partner and build strong relationships with key stakeholders that leverages a culture focused on delivering world class customer service and revenue growth opportunities
  • Develop strategies and tactics that support open, timely, transparent and consistent communications throughout the call centre
  • Consistently demonstrate the Rogers values in every interaction

Minimum Qualifications:
  • Demonstrated proficiency in the competencies required for a Senior Leadership
  • Demonstrated leadership skills in managing large call centre operations key productivity indicators and delivering results
  • Extensive direct coaching and performance management experience in a Senior Leadership role
  • Experience in developing and executing business strategies and change management
  • Ability to translate the impact of operational decisions on financial results and customer/employee satisfaction
  • Good understanding of Rogers products and services

Preferred Qualifications:
  • 7+ years of experience leading a high performing Call Centre team
  • Post-secondary degree/diploma an asset or equivalent certification in a business related field

Great Work, Greater Rewards:
  • Competitive base salary + performance based commissions
  • Comprehensive benefits program
  • Rogers Employee Discount
  • Rogers Wealth Accumulation Plan (pension, RRSP's, employee share plan)
  • Career pathing & organic growth opportunities to build a career
Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 300 - 400 1628 Dickson Avenue(1628), Kelowna, BC 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 221580
Together, we'll make more possible, and these six shared values guide and define our work:
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what's right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ .

Posting Notes:  Call Centre 

Job Segment: Manager, Performance Management, Call Center, Change Management, Management, Human Resources, Customer Service
Location: Kelowna, BC, CA
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