Rogers Communications

Across Canada
This job is no longer available.

Supervisor Customer Care

Ongoing
Competitive
Mississauga, Ontario
Entry Level

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.

Please note this is a 10 month acting position to cover a maternity leave for Todays Shopping Choice

Your Main Responsibilities

This is a highly strategic position blended with the drive to make things happen.  As a Supervisor for our Contact Center, you will be responsible for managing and developing a team of Customer Service Associates to reach and exceed objectives and drive results. The Supervisor is responsible for creating an environment and culture that will enable Customer Service Excellence on each and every call.  As the Supervisor you will be responsible for:

  • Driving KPIs at the individual and team level (attendance, AHT, quality, NPS, upsell close rate)
  • Coaching and motivating a team of associates to improve customer loyalty and satisfaction
  • Improving processes to maintain the highest level of customer satisfaction and accuracy
  • Developing of Customer Service Associates, specifically around call management, quality, and behavioural growth
  • Liaising with various departments to ensure customer service requirements are met and best practices are implemented
  • Developing and implementing initiatives to promote team/morale building and having FUN
  • Handling escalations with resolution to deliver best in class client experience
  • Monitoring effective benchmarks for measuring the impact of various programs.  Analyze, review, and report on effectiveness of campaigns in an effort to maximize results
  • Leading performance management and disciplinary discussions and having courageous coaching conversations 

Qualifications:

  • Strong team player with demonstrated leadership and coaching skills and the ability to develop others
  • Strong customer service and sales focus
  • Ability to follow through, follow up and set goals and standards
  • Strong time management and organizational skills with the ability to manage multiple priorities simultaneously and ensure that they are completed in an accurate and timely manner
  • Ability to apply strategic thinking to business issues and drive results
  • Ability to analyse data and organize it into a presentable format for sharing with business leaders 

Requirements:

  •  Post-secondary degree
  • Minimum of 2 years management/coaching experience in a Call Center environment
  • Excellent verbal/written communication and interpersonal skills
  • Intermediate knowledge of Word, Excel, Outlook and Internet Explorer, with the ability to utilize these applications to solve business situations
  • Must be flexible to work day/nights, weekends and select holidays as needed
  • Experience working within a unionized environment would be an asset 

The selected candidate is required to provide two business references as well as successfully complete a criminal background check.

Schedule: Full time
Shift: Rotating
Length of Contract: 10 Months
Work Location: 59 Ambassador Dr (096), Mississauga, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales

Together, we'll make more possible, and these six shared values guide and define our work:

  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment

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.