Manager Call Centre Coaching & Performance
Rogers Communications
Toronto, Ontario, Canada
8d ago

At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality.

We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

We are currently recruiting for a Manager, Call Centre Coaching & Performance to provide coaching, hands-on training and support to frontline sales agents on the Online & Telesales team.

The overall purpose of this role is to lead a team of coaches to ensure agents are able to deliver excellent sales experiences to our customers, while meeting sales performance targets and consistency leveraging our call flow methodology.

This role will include support to both agents and managers within the teams.

WHAT YOU'LL BE DOING : Tenured Employees :

Tenured Employees :

  • Assess and analyze agent call flow experience during sales interactions to provide coaching recommendations
  • Analyze call recordings and compliance data to highlight strengths and weaknesses and recommend solutions for any training and process gaps identified
  • Support call calibration sessions with site leadership as required to learn and share best practices
  • Collaborate with Team Managers on coaching plan development
  • Work with agents to improve specific skills (system, sales process, customer experience, sales order quality, etc.)
  • Promote and support compliance efficiency and issue resolution with the goal of increasing customer satisfaction and improving the overall sales experience
  • Support key business projects / program launches, as required, acting as a SME on the overall sales methodology
  • Actively participate and volunteer for ad hoc projects and deep-dive analysis
  • New Hire / Cross Train

  • Support new hire and cross-train classes through coaching, mentoring and motivating
  • Demonstrate the ability to effectively meet graduation rate requirements
  • Coach the learner through system applications and sales processes (in ICU), to deliver desired sales results and customer experience measured through TSUs and NPS, respectively
  • Collaboratively partner with cross functional teams to develop a closed feedback loop and maximize yield from recruiting efforts in a fast paced, dynamic environment.
  • Support site leaders to assess employee skills to identify employee fitness for the organization
  • Gather relevant data and complete analysis of key performance indicators
  • Stakeholder in site-level operational reviews

  • Minimum of 2 years’ experience in a Call Center environment in a manager, trainer or coach capacity
  • Must be flexible to work day / nights, weekends and select holidays if required
  • Extended travel may be required (up to 50%)
  • Practical and relevant work experience for tools used by client groups (SGI, ICM, Maestro, Oasys, Nova, V21, etc.) and working knowledge on escalation procedures for problem resolution
  • Strong ability to manage multiple priorities with proven time management skills / strategies
  • Coaching skills : Demonstrated ability to successfully coach employees in building skill development and to meet KPI expectations for their respective role
  • Training : Expert understanding of different learning styles, effectively balancing academic and applied skills
  • Performance Management : Ability to have difficult conversations in a tactful and effective manner
  • People Management : Motivate and develop individuals
  • Analysis and Interpretation of data to drive key metrics
  • Relationship Management : Build strong and credible relationships with partners and team.
  • Customer Service : passionate and deep knowledge on superior customer service skills
  • Communication : strong written and verbal skills
  • Teamwork : Ability to work collaboratively within teams
  • Proficiency with Microsoft Office
  • Shift : Day

    Length of Contract : Not Applicable (Regular Position)

    Work Location : 333 Bloor Street East (012), Toronto, ON

    Travel Requirements : Up to 50%

    Posting Category / Function : Call Centre Operations & Operations Support


    As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-

    years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.

    We recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work :

  • Simplify and innovate
  • Take ownership of the what and the how
  • Equip people to succeed
  • Execute with discipline and pride
  • Talk straight, build trust, and over deliver
  • Why Rogers? Because your tomorrow inspires our today.

    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 RogersRecruiting to begin a conversation about your individual accessibility needs throughout the hiring process.

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