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Team Manager, Business Technical Support

Contract Type: 

Date: Jun 3, 2017

Location: Brampton, ON, CA, L6T 0C1
Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal –serve our customers better.
The Business Technical Support Team provides technical support to our valued customers in the growing Small - Medium - Large Business market segment. Aligned with the Rogers 3.0 priority to Drive Growth in the Business Segment, Business Technical Support continues to grow along with our subscriber base and product portfolio.

As a Manager, reporting to the Senior Manager - Business Technical Support, you will be responsible for leading, developing and motivating a high performing technical support team; while meeting and exceeding operational performance target expectations. The primary focus is to provide world class service assurance, achieve total customer satisfaction and mentor technical support specialists.

    Responsible for the daily function of the BTS organization to ensure service level agreements and departmental key performance indicators are met/exceeded and quality escalations are executed when deemed appropriate
    Move the job forward through continuous improvement efforts, execution of operational accountabilities and predefined objectives, as outlined, in the business plan
    Highlighting deficiencies and propose, lead and implement change management initiatives for tools, training, processes, reporting, employee engagement, etc… to improve productivity
    Assist and/or champion the recruitment, screening, interviewing and hiring processes
    Mentor, coach and develop technical support specialists in the area of career and educational objective planning to achieve high levels of performance and job mastery
    Manage employee incentive and bonus programs
    Collaborate with other Managers within the operation and cross-functionally to ensure operational consistency
    Foster a positive environment rich in learning, motivation, teamwork, and open communication
    Perform regular quality coaching sessions, evaluating performance against established objectives and providing feedback to both to the employee and management in a performance based centre
    Take responsibility for understanding new products and services and their impact to Business Technical Support
    Ensure the team understands company and departmental objectives, systems, policies and procedures
    Communicate all process changes and enhancements
    Serve as the Customer’s Advocate with internal departmental groups
    Meet with strategic customers as a professional representative of Rogers
    Have a strong understanding of the Manager’s and Consultant’s roles and responsibilities


    Minimum 3 years contact centre management experience, preferably within a B2B telecommunications environment
    Post-Secondary education in a computer-related environment or comparable work experience
    Strong understanding of Rogers Cable products and services (Rogers High Speed Internet, Rogers Home Phone and Smart Home Monitoring, etc)
    An exceptional ability to coach, mentor and motivate team members through positive feedback and the recognition of superior performance
    Business acumen and a passion for customer service and getting things right
    Excellent time management and organizational skills (i.e. the ability to prioritize and manage multiple tasks, including potential competitive and conflicting priorities and time pressures)
    High level of attention to detail and excellent follow-up skills
    Demonstrated ability to set, meet timelines for deliverables and work with minimal supervision
    Highly developed interpersonal and communication skills
    Ability to interact with both internal and external customers in a friendly, professional, knowledgeable, respectful and courteous manner.  Ability to deal with any situation with flexibility, patience and diplomacy
    Advanced Internet expertise, including theory, applications and working knowledge of networking concepts
    Strength in computer and/or device hardware, software, and application diagnostic skills
    Bilingualism preferred (English, French)
Shift: Flex Time
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Technical Support
Requisition ID: 98607
As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.
At Rogers, we recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work:
    Simplify and innovate
    Take ownership of the what and the how
    Equip people to succeed
    Execute with discipline and pride
    Talk straight, build trust, and over deliver

Why Rogers? Because we believe the best is yet to come.
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 can also reach out to our team at RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

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