Mgr Care Perf & Analytics

Date: Apr 13, 2021

Location: Toronto, ON, CA, M4Y 2Y5

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 temporarily working from home.

Combining the Wireline and Wireless businesses with Call Center data is critical for understanding rep performance to drive revenue growth and decision making. 

This position will provide solutions that will drive some of the key indicators to measure success at Canada’s largest telecommunication company. 

Role Summary/Accountabilities:

  • Support the end-to-end implementation of a Rep Performance Management Tool for the team managers in Care, which includes all Wireless and Connected Home transactions.
  • Understand and represent the business needs with the working team
  • Document business requirements and ensure the delivery of them
  • Use data modelling and billing systems to become a subject matter expert on all data components
  • Write complex queries to test scenarios to drive the design of the data models
  • Develop and execute test cases to ensure accuracy of the models
  • Understand the complex corner cases in the data and provide recommendations for solutions. 
  • Build dashboards and views for Care team managers
  • Manage change management and support for the tool and functions

Qualifications:

  • 5+ years of experience in data analytics or care performance management
  • Deep understanding of Rogers Wireless and Connected Home systems
  • Must be an individual who is focused on delivering results with integrity.
  • Demonstrated ability to balance technical delivery with business needs and budget
  • Expert SAS or SQL required; certification preferred.  Familiarity with MS Azure and Databricks is a plus
  • 5+ years of experience with dashboard builds using tools like Tableau. 
  • Degree in Business Administration, Computer Science, Economics or Engineering

As part of the recruitment process successful candidates will be required to complete criminal and credit background checks.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Reporting and Analytics & Report Development
Requisition ID: 135356
 
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:  Corporate 


Job Segment: Data Analyst, Manager, Telecom, Telecommunications, Analytics, Data, Management, Technology

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