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.
The Business Technical SupportTeam providestechnical support to our valued customers in the growing Small : Medium : LargeBusiness market segment. Aligned with theRogers 3.0 priority to Drive Growth in the Business Segment, Business Technical Supportcontinuesto grow along withoursubscriber baseand product portfolio.
As a Manager, reporting to the Senior Manager : Business Technical Support, you willbe 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
:Post:Secondary education in a computer:related environment or comparable work experience
:Minimum 3 years contact centre managementexperience, preferably within aB2B telecommunications environment
:An exceptional ability to coach, mentor and motivate team members through positive feedback and the recognition of superior performance
:Business a en 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 communi