Sr. Manager, Workforce Automation

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 their dream. A sports fan celebrate a special moment.

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

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are working from home, and are equipped to do so safely and efficiently.

 

As a Sr. Manager, reporting to the Director of Inside Sales, you will work in partnership with the Centre's Senior Leadership team for a shared accountability of the Sales Centre. You will be responsible for leading, developing, and motivating a high performing sales department; while meeting sales expectations of the business and stakeholders. We are looking for a leader who, first and foremost, can inspire others and who consistently leads by example. Are you passionate about customer service, sales, and service? Do you have a proven track record of helping to build and develop top performing teams? Do you thrive in a fast-paced, highly competitive contact center environment? If so, these are the skills we think you will need to be successful in this role:

 

Responsibilities:

  • Effective coaching support for a group of Sales Managers and 150 + Sales consultants, to meet and exceed departmental sales quotas
  • 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: sales, customer satisfaction, employee satisfaction, service levels, cost per call, revenue growth, etc.
  • Develop an 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 a sales management plan that leverages a revenue generating culture focused on delivering world class customer service
  • Develop strategies and tactics that support open, timely and consistent communications throughout the call center
  • Work in partnership with workforce, training and recruitment

 

Minimum Qualifications:

  • Demonstrated proficiency in the competencies required for a Senior Leadership
  • Demonstrated leadership skills in managing large size sales operation
  • Extensive direct coaching and performance management experience in a Senior Sales Leadership role
  • Experience in developing and executing business strategies
  • Ability to translate the impact of operational decisions on financial results and customer/employee satisfaction

 

Preferred Qualifications:

  • 7+ years of experience leading a high performing Sales force (preferably in a call center or telemarketing environment)
  • Post-secondary degree/diploma an asset or equivalent certification in a business related field

 

Great Work, Greater Rewards:

  • Competitive base salary + performance based commissions
  • Comprehensive benefits program
  • 50% Rogers Employee Discount
  • Rogers Wealth Accumulation Plan (pension, RRSP's, employee share plan)
  • Career pathing & organic growth opportunities to build a career
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 8200 Dixie Rd (341), Brampton, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 249358
 
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 matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Corporate 

 

 

 

Location: 

Brampton, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

· Health & well-being benefits
· Donation matching
· Paid time off for volunteering
· Wealth Accumulation including: Pension plan & Employee stock options
· Generous employee discounts
· Leadership development, Mentorship, and Coaching programs

Looking for career guidance and inspiration?

Catch up on the latest episodes of For the Love of Work podcast with Dr. Sonia Kang.


Job Segment: Manager, Call Center Manager, Call Center Supervisor, HR, Inside Sales, Management, Customer Service, Human Resources, Sales