Senior Manager Contact Strategy

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 Senior Manager, Contact Strategy provides expertise on strategies to optimize Proactive Customer Contacts.  Provide strategic recommendations to optimize Connects/Right Party Connect rates, in order to maximize dollars collected within Credit Operations.  Build strategic options for optimizing mix of channel, time of day and promoting self-serve.  Build agile and flexible omnichannel contact strategies.  Understand industry best practices to deliver world class results in dollars collected performance, recovery rates and net bad debt.   


Core Responsibilities:

  • Leadership
    • Lead the strategy for contact treatments for the customer base, including intensity and treatment method
    • Consult with and provide recommendations to SLT that will increase Connect/Right Party Connects and improvement in PTP conversions
    • Ability to influence senior leaders and drive accountability for contact strategy and delivery of cross functional initiatives
    • Lead the development, implementation, and monitoring of contact strategies
    • Develop strategic presentations for key partners and senior executives
    • Lead & manage a team that consists of Senior Analysts
    • A strong collaborator and influencer
  • Analytics
    • Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
    • Effectively use collection/contact rate/expected payout models to drive the best contact strategies to ensure best in class recovery rate for the portfolio
    • Identify and deliver recommendations against opportunities and risks
    • Drive process improvement and changes under a test/control framework within treatment contacts and intensity to achieve business objectives
    • Set up multi-dimensioned random experiments through the collections lifecycle to facilitate improvement of business decisions
    • Provide proactive consultation and analysis to Credit SLT to drive superior business performance
    • Track, report on and lead action plans across all queues
    • Develop agile contact tactics to offset performance gaps in real-time
  • Budget Management
    • Work with planning teams to optimise staffing aligned to contact strategy recommendations.
    • Engage with finance. Collection strategy and capacity planning teams to align on forecasting fiscal budget
    • Maintain a balanced approached to KPI’s to ensure dollar commitments are met and customer experience is not compromised
    • Drive self-serve contact strategies and multi contact strategies to improve results
    • Partner with cross functional initiative owners to ensure delivery and to find new opportunities
    • Achieve established net bad debt targets with focus on customer experience
  • Efficiency & Growth
    • Build champion / challenger treatment strategy within the Genesys / Omni channel system for different treatments
    • 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
    • Collaborate on execution of new scores / models in order to optimize contact treatments
    • 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 Customer Contacts


Skills & Experience Required:

  • 8+ years of progressive Campaign Management and Contact Strategy 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
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 & Credit Operations
Requisition ID: 209415
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: Manager, Project Manager, Business Process, Call Center, Strategy, Management, Technology, Customer Service

Email similar jobs to me