Portfolio Manager
Date: Nov 25, 2019
Location: Brampton, ON, CA, L6T 0C1
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.
Rogers for Business (R4B) is embarking on a multi-year plan to deliver a more integrated, seamless and effortless customer and employee experience.
Reporting to the Sr Manager Customer Service SalesForce Transformation, the Portfolio Manager will be part of a team that is defining the future of the Rogers for Business Contact Centre using the latest technologies and industry best practices. Our team works together with the R4B Customer Service and Operations organization to enhance the customer and employee experience and support the operational performance of this organization.
In this role you will be accountable to understand what new system capabilities are currently prioritized for development and work with the operational teams to ensure their organization is ready and prepared to accept the changes through process review and refinement, adjustments to servicing models or role responsibilities and updating of procedures.
What you'll be doing:
- Understand the priorities of the Customer Service organization
- Thorough understanding of the Salesforce, Vlocity and Service Cloud capabilities and identify areas where functionality can be leveraged quickly while waiting on longer term strategy
- Document and communicate team and user training requirements
- Ensure all business processes have been reviewed and are prepared for launch
- Ensure business teams are prepared for the new processes, role change, org change etc.
- Connect with Operations leadership teams (manager level) to share overview of what is changing
- Continuously provide feedback for the Knowledge centre to ensure the content provided to the operations teams and customers is accurate and relevant
- Develop and maintain guided flows (procedures)
- Identify target agents/groups/teams for launch
- Provide direction to the Business Analyst for areas of focus and prioritization
- Influence cross functional teams to adjust process and operational model
What you have:
- 5-7 years of Project Management experience, with an understanding in Agile Project Management
- 5-7 years of call center operations experience, preferably call center management or equivalent experience
- 5-7 years of experience within the telecommunication industry's Business to Business segment preferred
- Post-Secondary Degree, with in a business discipline
- Demonstrated ability to clearly articulate complex technology into business language for diverse audiences and technical levels
- Creative thinking mindset with ability to visualize future capabilities
- Extremely detail oriented and thorough (ability to quickly spot missing details)
- Solid understanding of all segments, activities and processes of Business Customer Service groups in order to identify underlined correlations
- Highly adaptable with the ability to manage several projects simultaneously, while maintaining quality, in a fast paced environment
- Strong team player able & ability to be assertive negotiate skilfully & deal effectively with a variety of personalities within multiple cross-functional teams
- Highly motivated and very proactive individual, dedicated to follow-up/follow through with little supervision
- Strong analytical and problem solving skills
- Ability to interface with all levels of the organization, across a variety of cross-functional groups
- Subject matter expertise of systems and tools used within the Business Customer Service team
- Strong communication skills (oral and written) and the ability to interface with all levels of the organization
- Our people are at the heart of our success
- Our customers come first. They inspire everything we do
- We do what’s right, each and every day
- We believe in the power of new ideas
- We work as one team, with one vision
- 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 matter to us! For any questions, please visit the Rogers FAQ.
