Manager, Interaction Management Strategy

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.

 

The Interaction Management team is seeking a Manager.

 

What you will do:

  • Routing Strategy owner to pair Customers with Specialists for Loyalty, Sales and Service
  • Collaborate with data scientists, Customer experience, capacity planning, revenue management and cross functional teams from a routing lens to deliver benefits to the Customer and Business
  • Partner with other leaders to define/evolve the routing strategy to deliver of Customer interactions to the specialists with the best combination of skills
  • Develop team member technical skills/knowledge to optimize the delivery of Customer interactions to the specialists with the best combination of skills
  • Manage, measure and monitor the business logic to optimize the delivery of Customer interactions to the specialists with the best combination of skills
  • Develop and maintain Customer segmentations, revenue and operational cost datasets to be used in routing analytics
  • Understand business issues and decompose them into measurable data or modeling requirements
  • Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
  • Build and implement predictive models leveraging advanced techniques and tools
  • Deliver routing strategy to optimize Customer and Specialist pairings enabling the delivery of routing performance
  • Develop executive level presentations and enable stakeholders with key facts and insights to drive decision making

 
What you bring to the role:

  • Demonstrated passion for improving Customer experience
  • A drive, energy, and urgency to deliver insights and innovative solutions
  • Proven ability to collaborate across business units to build strategies and tactics that optimize business outcomes
  • Sound judgment and professional presence to influence senior leaders and partners in decision making
  • Excellent facilitation skills, comfortable in preparing and facilitating meetings
  • 6+ years of experience within the Telecommunications industry
  • 3+ years of experience in managing Contact Centre Analytics or other operational fields
  • 3+ years of experience in data science related work
  • 1+ years of experience in leading and developing people
  • Proven ability to work effectively and independently on multiple simultaneous tasks within a fast-paced environment
  • Excellent organizational and time management skills with a strong attention to detail
  • Ability to think and act strategically    
  • Excellent coding skills using R/Python, SAS, SQL or other languages
  • Bachelor’s Degree in Computer Science, Mathematics, Engineering or other related fields or experience.
  • Exceptional communication skills and capable to transform model / complex information into human language, and hence support decision making process

 

As a condition of hire, all new employees will be required to provide proof of vaccinations against COVID 19. Any request for an exception under Human Rights legislation must be supported by evidence to be considered by Rogers on a case by case basis.


Please click here to review conditions that may qualify for medical exemption to the COVID-19 vaccine.

 

 

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 & Operations Support
Requisition ID: 251410
 
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:  Customer Experience

 

 

 

Location: 

Toronto, 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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