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Manager - Business Care

Rogers


Location:
Brampton Ontario
Date:
22 Jan 2018
2018-01-222018-02-20
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Job Details

Manager - Business Care RogersRecruiting@rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.   Posting Notes:  Call Centre || Canada (CA) || ON || Brampton || None ||  " />

Manager - Business Care

Date: Jan 10, 2018

Location: Brampton, ON, CA, L6T 0C1

At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

 

Rogers Business Care is recruiting for Manager – Business Care.  In this role, you will lead and inspire a team of high performing Business Consultants, dedicated to handling Billing, Sales and Service relationship with our  Business Customers (Small Segment) while partnering with other Channels (i.e. Sales, Tech. Support and Dealers etc.) to present Rogers as the Solutions provider of choice.
 
As the ideal candidate, you will:
• Know Rogers business and the Marketplace. Stay informed and research to be in a better position to understand and then disseminate organizational strategy and tactics to the team, thus connecting them to the big picture.
• Be seen as a visible leader, supporting an employee culture that fosters performance by setting employee objectives and ensuring that they fully understand expectations.
• Oversee team and individual progression, identify and provide development opportunities and embrace & lead change to drive World Class Service and first contact resolution.
• Build and continually encourage a culture of creative and non-linear thinking, independent and balanced decision making, ownership & accountability.
• Coach business consultants to understand the Customer’s Business and to provide tailored solutions that will meet their current and future needs.
• Be an enthusiastic team member, with a goal towards excellence, working cooperatively with regional partners within Business Care to develop programs and procedures that will return operational efficiencies and employee satisfaction.
• Be a strong partner by building relationships with internal groups such as Sales, Marketing, Tech. Support and various other support groups to foster trust in collectively meeting and exceeding customer expectations.

Primary Responsibilities:
• Ensure high level of team motivation and employee engagement.
• Provide regular coaching and feedback driving increased performance levels based on observation and reporting analysis that supports an environment of continuous improvement and development.
• Review, approval and audit of adjustment requests to ensure business rules as well as budget compliance.
• Manage employee incentives and bonus programs.
• Analyze reports to evaluate staff performance.
• Report operational achievements and progress on a regular basis including statistical analysis and improvement action plans.
• Review, analyze, provide feedback and recommendations based on customer survey results and apply to employee performance.
• Work with other managers within the department to ensure operational consistency.
• Communicate operational vision and plan connecting the employee’s role to the company’s priorities and strategic plan

 

Qualifications:
• Post-Secondary education in a related field.
• 3-5 years of related experience, preferably within a B2B telecommunications environment.
• Experience with sales (Business) would be an asset.
• Proven ability to lead and motivate teams, including coaching, performance and career development.
• Comfortable with continuous change, ambiguity and low levels of direction.
• Well developed and influential communication style and networking ability.
• Advanced problem solving and decision making skills.
• Developed interpersonal skills to establish and maintain strong customer and internal relationships.
• Strong skills working with the Microsoft Office suite.
• A good sense of fun promoting work life balance

 
Schedule: Full Time
Shift: Rotating
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Road (101), Brampton, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 110184
 
WHY ROGERS?
 
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.
 
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:
 
  1. Simplify and innovate
  2. Take ownership of the what and the how
  3. Equip people to succeed
  4. Execute with discipline and pride
  5. Talk straight, build trust, and over deliver
 
Why Rogers?  Because your tomorrow inspires our today.
 
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 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.
 
Posting Notes:  Call Centre || Canada (CA) || ON || Brampton || None ||

 

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