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.
Director, Outbound Operations and PlanningReporting into the Head of Outbound Channel, the Director, Outbound Operations and Planning, will focus on planning, communication and implementation of sales programs and tactics, overseeing channel development programs, monitoring program success (e.
g. call listening to ensure uptake and sustainment of programs and tactics), recommendations on enhancement to tools and processes, as well as providing operational / Workforce Management (WFM) support.
communicate compensation targets and updatesManage and deliver creative strategies (print and video content) for new programs, weekly huddles, monthly and quarterly incentives, rewards and recognition programs for Rogers and Fido OutboundManage capacity planning for the operationDeliver weekly and monthly overviews / reports outlining performance and strategies to improve absenteeism versus targetManage Quality assurance program from end to endResponsible for agent level balance scorecards, metrics and ensuring coaching is delivered and properly implementedIdentify training tactics to improve coaching quality and performance managementManage Intensive Coaching Unit (ICU) coaching activityQualificationsPost-Secondary Education, preferably in Business Administration, Sales, or equivalent10+ year of relevant sales / call centre operations experience, preferably in the telecommunications industryPossess a strong bias for actionExperience in managing and leading teams of direct reports.
Ability to develop sales support strategies that deliver superior and quality resultsProven ability to influence and interact with cross functional groups and various levels within an organizationHighly motivated and adaptable, with the ability to deliver on results under pressure and when managing multiple deadlinesQuality focused with strong communication skillsExcellent problem solving and negotiation skillsStrong team player with a passion for resultsSchedule : Full timeShift : DayLength of Contract : Not Applicable (Regular Position)Work Location : 333 Bloor Street East (012), Toronto, ONTravel Requirements : Up to 25%Posting Category / Function : Call Centre Operations & Operations SupportRequisition ID : 180146Together, we'll make more possible, and these six shared values guide and define our work : Our people are at the heart of our successOur customers come first.
They inspire everything we doWe do what’s right, each and every dayWe believe in the power of new ideasWe work as one team, with one visionWe give back to our communities and protect our environmentWhat 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 : req strategyPage