Mgr. Customer Contact Solution- 12 month contract

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Date: Jan 10, 2019

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 her dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuels us, and moments define us.


Reporting to the Customer Contact Solutions Implementation manager, this role is responsible for the day to operational management of changes to the chat platforms (Bold and Genesys), as well as contributing to the long-term planning and growth of the platform.  To be effective, the manager will foster and manage operational stakeholder relationships, and represent the chat channel on all corporate projects. 


What you will be doing:

  • Intake, review, assessment, approval and execution of all change requests for the chat platforms
  • Vendor relationship and oversight with 3rd party developer
  • Support of the following chat Lines of business:
    • Technical support
    • Customer Care
    • Dealer Support
    • Small and Medium business
    • Sales
    • Centres of Excellence

Planning and Roadmap Responsibilities:

  • Contribute to long-term plans for changes and development of chat platform.
  • Proactively seek improvement opportunities to deliver call centre savings in the platform.
  • Work closely with Care operations and other channels to understand long-term business needs and changes.
  • Work with vendors and IT partners to complete proofs of concept and business cases to secure funding for long-term development and growth 
  • Effectively communicate short and long-term plans, as well as day-to-day issues, to management and leadership


What you bring:

  • The successful candidate will have experience with contact centre tools and management, and will be able to demonstrate proficiency in user experience design in the chat/digital channels
  • Experience with contact centre tools and management, particularly Genesys and Bold
  • Proficiency in user experience design in the chat/digital channels
  • 2-3 years of project management experience in a digital or professional services organization
  • Strong interpersonal skills and the ability to articulate ideas clearly in both oral and written communication
  • Exceptional organizational skills with a passion for the details
  • Experience working in a fast-paced environment juggling multiple deliverables and tight timelines
  • Familiarity with quality assurance (QA) protocols and ownership of QA sign-off for all deliverables


Schedule: Full time
Shift: No Selection
Length of Contract: 12 Months
Work Location: 1 Mount Pleasant (083), Toronto, ON 
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 144254
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 can also reach out to our team at to begin a conversation about your individual accessibility needs throughout the hiring process.

Posting Notes:  [[req_strategyPage]] || [[country]] || ON || Toronto || [[mfield2]] ||


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