Program Analyst

Come play a key role in building the future of Sports & Media! Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

 

At Rogers Sports & Media we are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch the lives of 30 million Canadians every month!

 

Not only is our business strong, but so is our culture. We genuinely care about each other and working in an environment that allows each of us to bring our best authentic selves to work. That starts with our firm commitment to a diverse, inclusive and safe workplace. We’re also dedicated to giving back by using our media megaphone to help Canadians who need it most. Our team is All IN on diversity and inclusion – find out more at www.allinforequity.ca.

 

This role has been posted in locations where we have a Rogers corporate site. We encourage qualified candidates from across the country to apply who can reasonably commute  to one of these locations.

 

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.

 

Are you up for the challenge and the fun?  If so, consider the following opportunity!

 

Everyone wants to be part of a transformational team – and that’s exactly what we’re building at Rogers Sports & Media. A team that innovates and a team that wins.

We are committed to creating and growing teams that are digital-first, fast-moving and bold-thinking and are focused on delivering impact with everything they do. Our impressive collection of assets includes media properties, sports teams, sports events & production, venues, e-commerce platforms and a close connection with our Connected Home and Wireless team. Collectively, we touch 30 million of Canadians every month!

Today’s Shopping Choice (TSC), one of our more exciting brands is helping to lead the way in our transformation and is poised for exponential growth. Both a retailer and a media company, we operate a daily live TV home shopping service (available in 10 million households, nationally) and a robust e-commerce storefront (tsc.ca). As shoppers’ behaviours change and the retail industry evolves quickly to adapt, TSC finds itself at the sweet spot of opportunity and transformation. The desire to shop more easily from home combined with the rise in video consumption across digital platforms, creates a unique opportunity for TSC to leverage its strengths to transform the brand and build an incredibly bright future.  

We are smart, brave, and ambitious. We believe in our growth and work together with a sense of purpose and urgency.
Reporting to the Sr. Manager Customer Care Support, the Program Analyst will work closely with the Management team to identify areas of opportunity within the Customer Care Centre; based on customer response, agent feedback and process effectiveness. The incumbent will develop recommendations for improvements on the day to day operations of the CCC, implement new processes and audit programs and procedures. The incumbent will provide Project Management support for the Customer Care Centre Support to ensure all projects are completed on time. 
What you will do...

  • Gather and analyse data from Quality Assurance, Escalations, Call Drivers, and associate feedback to identify trends and opportunities to improves the processes within the CCC and improve the customer experience
  • Complete performance analysis for front line KPIs to identify areas of opportunity within the CCC
  • Provide monthly insight reporting on customer impacting issues, and products related feedback
  • Make Recommendations for new processes or enhancements to existing processes
  • Look for opportunities to reduce the number of service related calls into the CCC
  • Conduct Impact analysis
  • Develop project implementation strategies/plans  
  • Support Program Coordinators to ensure timely completion of their projects
  • Identify process/procedures that are out of control
  • Ensure effective communications with all stake holders
  • Provide daily/weekly/monthly reporting on performance /impact of call center programs as a result of new initiatives
  • Conduct post deployment reviews/ audits
  • Develop and maintain departmental SOPs and process maps for all new initiatives
  • Manage the Executive Escalations Desk
  • Provide support, coaching and leadership for the Executive Escalation Case Managers
  • Complete trend analysis for escalations and development recommendations to eliminate going forward. 

What you will bring...

  • Previous experience in the Contact Centre industry with a minimum of 1-2 years’ experience specific to Performance Analytics
  • Previous experience in project management 
  • PMP designation an asset
  • Advanced knowledge of Excel with a high level of proficiency in MS Office (PowerPoint, Word)
  • High level of accuracy and detail-oriented
  • Excellent written & verbal communication skills, and interpersonal skills
  • Strong team and customer service orientation required.
  • Ability to communicate and present findings in a succinct and professional manner
  • Ability to teach, coach and mentor peers and superiors on contact centre KPIs
  • Ability to network across functional teams and build strong relationships
  • Knowledge of contact centre performance management and coaching techniques
  • Strong organizational, planning and time management skills; multi-task oriented
  • Strong accountability to meet deadlines
  • Proven ability to work independently and take initiative within a fast-paced team environment
  • Additional experience related to Contact Centre Agent Coaching / Team Management is a definite asset
 
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.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 59 Ambassador Dr (096), Mississauga, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 231939
 
Posting Notes:  Rogers Sports & Media 

 

 

 

Location: 

Mississauga, 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.


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