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 e 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
Every day, we strive to build a brilliant digital future for Canadians. We work as one team, with one goal :serve our customers better.
Senior Manager, Consumer Inside Sales (Ottawa)
Imagine working for an exciting entrepreneurial company where employees are committed to meeting big challenges and making a real difference. Thats Rogers. A leading communications and media company where people come to do great work. Right now we are looking for talented individuals to join our winning team where you will have a chance to innovate, grow and to do what really matters.
Reporting to the Director of Centre Sales, the Senior Manager will work in partnership with the Centres Senior Leadership team for a shared accountability of the Call Centre. The primary purpose of the job is to lead, coach, and motivate a high performance sales and telemarketing team and provide strategic/tactical direction and operational effectiveness in the provision of world class customer service.
-Effective coaching support for a group of Team Managers, and 100+ consultants
-Develop, implement and monitor the coaching of employees ensuring employee development and high retention rates.
-Motivate and develop a high performance team that will exceed customer and stakeholder expectations
-Ensure that key business indicators are met and exceeded through the development of strategies focusing on customer satisfaction, employee satisfaction and service levels, cost per call, and revenue growth
-Proactively develop performance management plans
-Develop telesales outbound initiatives supporting sales objectives
-Develop annual budget in line with departmental/corporate objectives. Optimize use of available resources to generate objectives/desired results by forecasting, deploying, monitoring and controlling
-Develop site level execution plans for new initiatives and products/services
-Develop a sales management plan that leverages a revenue generating culture focused on delivering world class customer service.
-Develop productivity plans to address areas of opportunity
-Develop strategies and tactics that support open, timely and consistent communications throughout the centre
-Oversee and ensure the effective administration of workforce planning and hiring
-5+ years of experience leading teams preferably in a call centre or telemarketing environment
-Demonstrated leadership skills in managing a mid to large size operation
-Extensive direct coaching and performance management experience in a Senior Call Centre leadership role
-Experience in developing and executing business strategies
-Excellent communication and presentation skills
-Demonstrated proficiency in the competencies required for a senior leadership role (i.e. achievement orientation, team leadership, adaptability, business a en)
-Ability to translate the impact of operational decisions on financial results and customer/employee satisfaction
-Post:secondary degree/diploma an asset or equivalent certification in a business related field
Schedule: Full Time
Length of Contract: Not Applicable (Regular Position)
Work Location:1430 Blair Place (145), Ottawa, ON
Travel Requirements: Up to 25
Posting Category/Function: Call Centre Operations and Customer Service / Sales
Requisition ID: 92197
As a proud Canadian company, were 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 opportunitie
Location: 1430 Blair Place (145), Ottawa, ON