Our culture lifts you up—there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.
Time Type:Regular
Job Description :
POSITION SUMMARY:
In accordance with established procedures, this position is responsible to provide project, process & Operational Support for all Frontline teams in Customer Care North America. Responsible for representing Customer Care on corporate initiatives and for the management of departmental projects as required. Customer Care Chapter Lead for all squads in Marketing, Brand & Digital, Wireless and Product. Also responsible for the operational readiness for a wide range of functions such as workforce management, back office operations, distribution and supply chain, customer care, Technical Support and Sales on strategically important projects such as new product introductions.
KEY RESPONSIBILITIES
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Identifies, leads and champions the implementation of performance based metrics and evaluation methodologies to support a consistent lean approach to project management and business support operations.
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Serve as a stakeholder in customer service, support, and operational vendor selection and launch of all operational aspects of the new brand.
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Implement and integrate operational processes, procedures and tools for the new brand including but not limited to a digital-only customer care platform; WFM; CPE warehousing and distribution and sales commissioning.
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Recommend improvements to streamline business processes. Ensure cost effective, efficient and client-focused solutions in accordance with operational procedures. Implement improvements and ensure change management strategies.
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Active participation in project working & steering committees to aid in facilitating decision making, development of organizational readiness and implementation strategies including success metrics
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Define and implement a continuous improvement approach within the team to identify efficiency opportunities, remove low value activities and improve quality of team outputs.
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Development of the change management strategy for projects and initiatives to enable changes to be implemented into the organization with minimal disruption and maximum benefit
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Provide guidance and influence decisions on initiatives impacting NPS, eNPS and the customer journey.
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Develop strong relationships with internal and external partners to identify strategies for seamlessly integrating initiatives into the operations.
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Develop and maintain an operational plan which incorporates goals and objectives that work towards the strategic direction of the organization.
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Is a cultural shift ambassador to collectively aid in shifting individual behaviour to support the shared organizational goals of becoming a growth company
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Positively challenge and question business partners on needs and benefits to ensure long term, end goals are met
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As a representative of Cogeco’s management team, handles customer and employee matters and/or other escalated issues in a timely manner through collaboration and effective communication skills (both oral and written).
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Ensure the effective management of human and financial resources by setting and evaluating staff performance targets, promoting diversity and a healthy workplace
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Create/host team-building activities to ensure self and team(s) are sharing knowledge and in a constant state of evolution and improvement.
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Ensure stakeholders have a forum and transparent mechanism to provide input into business impacting initiatives & processes.
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Assists with other departmental requests as required and performs special projects as assigned.
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Incumbents must set annual objectives for employees under their management, review them based on any new operational requirements, and administer the Performance Management process. Conducts performance appraisals.
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Responsible for the performance management and deliverables of the team. Handles disciplinary situations appropriately, including documenting relevant information.
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As part of their function, the incumbent must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeking the protection of the general public. They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
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To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customer’s needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
ESSENTIAL QUALIFICATIONS
ACADEMIC TRAINING
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Bachelor's degree, College Diploma or combination of equivalent education and experience
WORK EXPERIENCE
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Minimum 8-10 years experience in a call centre/customer service environment with at least 3 years demonstrated experience at the Management level.
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Proven expertise in digital customer support and support technologies
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Experience with US wireless flanker brand preferred
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2-3 years experience in a Project Management role preferred.
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Performance at a high standard and consistently meets or exceed all KPI expectations
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Extensive experience liaising with high profile customers and Executives
SPECIFIC COMPETENCIES
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Demonstrated understanding of wireless and internet services. Experience working for a wireless flanker brand.
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Solid understanding of customer care procedures, processes and technologies. Specific knowledge of tools and processes in a digital only care environment.
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Team player, collaborative and inspirational leadership.
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Experience in a leadership role responsible for building and implementing strategic plans that are responsive to the needs of rapidly growing organizations.
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Skillful in communicating with and influencing a wide range of internal and external stakeholders including leadership, employees, potential/existing customers, competitors, and business partners.
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High degree of initiative and capacity to lead multiple priorities of significant scope in a fast-paced environment.
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Demonstrated ability to drive culture changes, people development and strong inter/intra personal communications.
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Experienced in analyzing customer & employee insights to drive NPS & eNPS results in a customer centric organization.
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Working knowledge of G-Suite for Business (GMail, Calendar, Hangouts/Meet, Google+, Docs, Sheets, Forms, Slides, etc).
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Knowledge of Jira and Agile methodology preferred but not required.
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Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts in a 24/7 environment including days, evenings, weekends and general holidays. Hours of work are subject to change as business needs evolve.
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Open to change with a learning attitude towards work and to contribute to teams.
PHYSICAL DEMANDS AND VISUAL ACUITY
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n/a
Location:
This remote position is open to individuals residing within the organization's footprint, which includes the following locations:
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Ontario and Quebec, Canada
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U.S. States: Connecticut, Delaware, Florida, Maine, Maryland, Massachusetts, New Hampshire, Ohio, Pennsylvania, South Carolina, Virginia, and West Virginia.
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Location :Burlington, ON
Company :Cogeco Connexion Inc
At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.
By creating a culture where all our colleagues can bring their best selves to work, we’re doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.
If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at [email protected]
Top Skills
What We Do
Rooted in the communities it serves, Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors with a legacy of more than 65 years. Through its business units Cogeco Connexion and Breezeline, Cogeco Communications provides Internet, video and phone services to 1.6 million residential and business customers in Québec and Ontario in Canada as well as in thirteen states in the United States. Through Cogeco Media, Cogeco owns and operates 21 radio stations primarily in the province of Québec as well as a news agency. Cogeco's subordinate voting shares are listed on the Toronto Stock Exchange (TSX: CGO). The subordinate voting shares of Cogeco Communications Inc. are also listed on the Toronto Stock Exchange (TSX: CCA).
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