Manager, Cost Management

Date: Jan 11, 2021

Location: Toronto, ON, CA, M4W 1G9

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 fuels us, and moments define us.

 

The Manager, Cost Management provides expertise on workforce capacity planning and ownership of OPEX across all lines of business.  Working closely with Marketing, Initiative Owners, Site leadership and Finance to bring a fact-based highly analytical approach to all decision making. This role is responsible for translating opportunity into actionable strategy/tactics and then driving accountability across all groups to those strategies/tactics. The individual must maintain an intimate knowledge of all drivers of call centre capacity planning, avoiding potential roadblocks in achieving our long-term goals.

 

What you will be doing:

Leadership:

  • Leverage skills to influence and motivate site directors to achieve common Care Nation objectives
  • Consult with and provide recommendations to SLT that will deliver on customer service objectives whilst managing OPEX budget, and that are aligned to Care Nation strategic objectives
  • Influence senior leaders and drive accountability for cost management and delivery of cross functional initiatives
  • Act as a proponent for Care Nation in cross functional and project meetings
  • Develop strategic presentations for key partners and senior executives
  • Lead a Senior Analyst on the team
  • Prepare and provide inputs for Contact Minute Reduction Advisor council for any weekly/ monthly/ qtly/ budget related requests
  • Work with wide scope of stakeholders and program owners across various channels/ groups (Digital, Retail, Billing, Robotics, etc.)

Analytics:

  • Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
  • Identify and deliver recommendations against opportunities and risks
  • Provide proactive consultation and analysis to Care SLT to drive superior business performance

OPEX Management:

  • Work with capacity planning team to bring together overall OPEX story and balance the portfolio.
  • Manage on a daily basis to ensure KPI’s are balanced and OPEX commitments are met.
  • Effectively manage workforce targets with site directors by developing action plans and insights to improve overall performance
  • Partner with cross functional initiative owners to ensure delivery and to find new opportunities
  • Responsible for managing Care Cost Playbook in order to manage cost saving initiative impacting across the three brands (Rogers, Fido, Chatr) and all the product lines (Wireless & Connected Home)
  • Manage and maintain Opex tracker

Efficiency & Growth:

  • Deliver on short (quarterly) and mid-term (yearly) commitments by actively evaluating trends and pre-emptively engaging with relevant primes on gap closure tactics when forecasting performance gaps
  • Develop tactics to manage to KPI’s, supplying financial details to determine ROI and garnering the necessary approvals
  • Identify and implement process improvement measures to maximize efficiencies and productivity across workforce metrics


What you bring:

  • 5-7 years of progressive workforce and management experience
  • Strong People Manager with experience managing and building high performing teams
  • Excellent analytical and problem-solving skills with ability to define critical issues
  • Confident, transparent and concise communicator
  • A strong collaborator with the ability to partner with but also challenge stakeholders
  • Comfortable with detail and ability to summarize information into key insights, establishing linkages to business strategy and objectives while generating ideas to improve business performance
  • Consultative with ability to conceptualize and execute initiatives that drive growth and profitability
  • Self-starter with ability to solve ambiguous / open ended business challenges
  • Effective project management skills and ability to progress multiple projects simultaneously
  • Strong negotiation skills based on a thorough understanding of workforce planning practices
  • Experience leading and influencing cross-functional teams across the organization
  • Ability to manage internal clients at Senior Manager and executive level
  • Ability to be a story-teller and think outside the box
  • Undergraduate degree required in Finance and/or Economics
    • MBA or financial designation is an asset
       
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (012), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 211577
 
At Rogers Digital, our team doesn’t shy away from big ideas – we bring them to life. We work tirelessly to deliver the best user experiences (period) and build amazing self-serve experiences that our customers want to use. We are customer-obsessed agents of change and are committed to innovation and creating effortless experiences for customers and frontline employees. We use cutting-edge tools and technologies to solve critical and complex problems with award-winning solutions. Our work impacts millions of customers everyday. At Rogers Digital, we’re looking for people who embrace change, take risks, and push boundaries. Learn more about our team and our work @ https://digital.rogers.com/
 
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
 
Posting Notes:  Corporate 

 


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