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.