Sr. Mgr Command Centre

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.

Reporting to the Sr Director Workforce Planning, the Senior Manager, National Command Centre is directly responsible for intraday contact centre performance including incident management across the Rogers, Fido and Chatr brands.

The Senior Manager, National Command Centre role involves the management of a diverse team consisting of approximately 30 people in multiple technical and non-technical roles, covering all hours of operations. The position requires extensive call centre operations and workforce planning experience.  Superior communication and influencing skills, conflict resolution, strong leadership capabilities, an in-depth understanding of call centre metrics and proven analytical acumen are also a prerequisite.

The Senior Manager Cost Management role requires extensive budget management experience.  Superior communication and influencing skills, conflict resolution, strong leadership capabilities, an in-depth understanding of call centre metrics and proven analytical acumen are also a prerequisite.

Leadership within this role requires support of Roger's Contact Centre shared scorecard goals through peer level interaction with Call Centre Operations, Control Tower, and IT and Incident Management stakeholders.  

What you will do:

  • Proactively monitor wait time performance across all queues, lead tier escalations, monitor agent productivity and technology stability
  • Provide real time updates and communications to leadership and front line staff and invoke contingencies as required
  • Lead contingency plans / workaround strategies to mitigate customer impacts and protect the Rogers, Fido and Chatr brands
  • Build proactive tier escalation playbooks in collaboration with call centre operations leaders to effectively execute plans
  • Manage wait time consistency, aligning customer experience and budget
  • Manage intraday IVR messaging as a lever to manage customer experience and wait times
  • Lead call centre operations business continuity planning
  • Maintain, support and provide workforce tool administration, maintenance of employee records and facilitation of frontline provisioning of access ID and security profiles for essential systems
  • Manage system access management for frontline staff across internal and 3rd party within given SLA’s
  • Proactive identify CBC savings opportunities
  • Build a proactive and highly engaged team
  • Work cross functionally across Workforce teams and Operations to ensure financial commitments are met, continuously driving productivity improvements
  • Work across the areas of business to be the consolidated voice of the plan, and ensure areas are appropriately balanced, championing necessary trade offs.
  • Identify and implement process improvement measures to maximise efficiencies and productivity across workforce metrics for both short and long term.

What you bring to the role:

  • 8+ years of progressive workforce, financial and management experience
  • Business, mathematics, statistician related university degree
  • Strong People Manager with experience managing and building high performing teams
  • Highly skilled in conflict resolution and bringing diverse teams together to collaborate
  • Ability to demonstrate a creative approach to manage new challenges and problematic circumstances
  • Excellent analytical and problem-solving skills with ability to define critical issues
  • Confident, transparent and concise communicator
  • Superior communication, influencing and conflict resolution skills
  • Consultative with ability to conceptualize and execute initiatives that drive growth and profitability
  • 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

 

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 333 Bloor Street East (824), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Workforce / Scheduling
Requisition ID: 241204
 
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 

 

 

 

Location: 

Toronto, ON, CA Vancouver, BC, CA Moncton, NB, CA Montreal, QC, CA Ottawa, ON, CA Brampton, 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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