Supervisor Customer Care

Are you ready to take your career to new heights and be a part of a dynamic team at Rogers Sports & Media? We believe in creativity, innovation, and collaboration in everything we do, and we are looking for people who share this mindset to join us. With a monthly reach of 30 million Canadians, you can help shape the future of sports, news, e-commerce, and entertainment. At Rogers, we value diversity and inclusivity and believe that every voice matters. Join us today and be a part of a team that is redefining the future of media.

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.  

What you will do:

• 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

What you will bring:

• 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
• 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

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Variable
Length of Contract: No Selection
Work Location: 59 Ambassador Dr (096), Mississauga, ON
Travel Requirements: None
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 283741

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 Recruitment Process FAQ.

Posting Notes:  Rogers Sports & Media