Supervisor Customer Care

Date: Sep 15, 2021

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 30 million of 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.

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 temporarily working from home.

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

Today's Shopping Choice (TSC) is both a retailer and a media company, operating a daily live TV home shopping service (available in 10 million households, nationally) and a robust e-commerce storefront (tsc.ca). TSC is poised for exponential growth. As shoppers' behaviours change and the retail industry transforms quickly to adapt, TSC finds itself at the sweet spot of opportunity and ability to change. The desire to shop more easily from home combined with the rise in new models of video consumption across digital platforms, presents TSC's unique "story-selling" assets and expertise with a bright future forward.

We diligently operate the core business that is, but show up everyday to enthusiastically build the business that it can be. We are smart, brave, and ambitious. We believe in our growth and work together with a sense of purpose and urgency.

We're building a super star team.

We have an exciting opportunity to join our dynamic team as a Customer Care Supervisor.

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.  

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
  • Leading performance management and disciplinary discussions and having courageous coaching conversations

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
  • Previous experience with management/coaching within 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

​​​​​​​Here’s what you can expect in return:

  • A competitive salary and benefits that include access to our Employee Share Accumulation Program, Retirement Benefits and a variety of other perks including 50% off Rogers services and Blue Jays tickets
  • A manager who deeply cares about your development and long-term career at Rogers
  • A team that trusts and wants to win together
  • Smart and accomplished colleagues who are focused on both the “what” and the “how” 
  • Flexibility to work from home even after the pandemic ends 
  • 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

 

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

 
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: Variable
Length of Contract: 12 Months
Work Location: 59 Ambassador Dr (096), Mississauga, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 231702
 
Posting Notes:  Media 


Job Segment: Manager, Network, Telecom, Telecommunications, Customer Service, Management, Technology

Location: Mississauga, ON, CA

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