Manager, Care and Retention

Cogeco Inc.; Burlington; On-site; CAD 90,000 - 120,000; Full time

Job summary

Cogeco Inc. in Burlington, ON is seeking a strategic leader to design and implement innovative retention and customer advocacy strategies. You will take an entrepreneurial, collaborative approach to leverage analytics, define world-class programs, and drive cross-functional projects to improve customer experience.

The role demands strong storytelling, budget oversight, and the ability to motivate a team of supervisors while aligning daily activities with long-term business goals.

Qualifications

• College diploma or combination of equivalent education and experience.
• University degree preferred.
• Minimum 8 years of progressive call centre/customer service experience.
• 5+ years in a customer service managerial role.

Responsibilities

• Lead culture evolution and coaching strategy for the team.
• Drive innovation and customer success with strong interpersonal skills.
• Interpret and present results to diverse audiences.
• Develop retention strategies to meet business objectives.
• Oversee budgets and financial planning.

Skills

People management

Leadership

Strategic thinking

Communication skills

Project coordination

Analytical mindset

Education

College diploma or equivalent education

University degree preferred

Tools

Google Suite

MS Office

CRM databases

Workforce management software

Billing and reporting tools

Job description

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

POSITION SUMMARY:

Responsible for designing and implementing innovative and impactful short and long term strategies. Taking an entrepreneurial, collaborative approach with a strategic Impact and creative influence. Leveraging innovation, an analytical mindset, and creativity to define and execute world-class Retention and Customer advocacy.

KEY RESPONSIBILITIES

• Lead culture evolution, develop people growth and coaching strategy.
• Drive innovation and customer success leveraging extraordinary interpersonal skills in a fast-paced, entrepreneurial environment.
• Exceptional oral and written storytelling skills, including expertise in interpreting and presenting results to a wide range of audiences.
• Provide competitive assessments, market trends to ensure best in class Retention and customer experience.
• Review, recommend and implement opportunities for new programs, tools and automation
• Develop and evolve customer retention strategies to deliver business objectives
• Lead cross-functional projects clearly aligning on business and data needs and delivering results on program requirements.
• Develop and implement strategic and creative tactics to identify, attract, and expand customer relationships.
• Oversee revenue and operating budgets, and financial planning.
• Proactively adjust and align both day-to-day and long-term activities to meet business requirements.
• Review and assess existing processes & policies highlight gaps, and innovate to capitalize on strengths and build on advantages.
• Leverage analytical thinking to use metrics to reinforce your hypothesis, support recommendations, and drive actions.
• Provides day to day supervision, coaching, guidance and development to a team of Retention and Billing Supervisors.
• Motivates and sets team objectives.
• Introduces and reinforces product knowledge, telephone skills and sales techniques.
• Ensures understanding of policies and procedures.
• Responsible for the performance management and deliverables of the team.
• Ensures adherence to company policies and compliance with departmental standards.
• Handles disciplinary situations appropriately, including documenting relevant information.
• Must set annual objectives for employees under his/her supervision, review them based on any new operational requirements, and administer the Performance Management process.
• Conducts performance appraisals
• Proactively achieves above average levels of employee satisfaction and minimizes attrition.
• Recommends and implements approved recognition programs and motivational initiatives to increase sales opportunities; performs direct reports performance reviews and manages their developmental plans; validates front line staff reviews and development plans prepared by Supervisors.
• Participates in the development and implementation of new processes and procedures.
• Develops, administers, and promotes employee incentive programs and in-house promotions.
• Develops and administers procedures to monitor staff and department activity.
• Ensures service level standards are achieved and adhered to.
• Conducts internal audits regularly to maximize quality service and productivity of each agent.
• Generates agent performance and statistical reports for analysis and takes appropriate actions i.e. reward and recognition or performance management.
• Participates in departmental / corporate meetings.
• Conducts regular team meetings and responds to any action items.
• Manages time effectively so as to ensure various deadlines and business objectives are met.
• Analyzes and handles agent/customer escalations to identify trends and report information back into the organization with recommendations for process improvement.
• Reviews, and approves external correspondence as required.
• Works closely with the Marketing team in order to influence the Retention strategy
• 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 (skills (both oral and written).
• Provides leadership in change management through positive communication and positive behaviours.
• Liaises with other departments as required, maintaining an environment that promotes positive communication within the department, fostering teamwork for the organization.
• Accountable for proactively managing the Health & Safety of employees in accordance with the Cogeco, Canda Labour CodeLC and Occupational Health and Safety Act
• Performs other duties as required.
• Must take all necessary measures to ensure their health and safety at work and that of employees under their responsibility while seeing to the protection of the general public.
• They must make sure employees under their responsibility comply with all Health & Safety instructions, guidelines, policies and procedures.
• 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 College Diploma or combination of equivalent education and experience required.
• University degree preferred.
• WORK EXPERIENCE Minimum 8 years progressive call centre/customer service experience in a similar role within a fast paced call centre environment is required.
• 5 +years experience in a customer service capacity at a managerial level is required.

SPECIFIC COMPETENCIES

• Demonstrated understanding of internet, computer systems, and telecom technology, and customer databases.
• Developed troubleshooting, coaching, problem solving, facilitation, and conflict resolution skills to effectively resolve employee and customer issues.
• Experienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently, while working with conflicting deadlines in a fast-paced environment.
• Proficiency in Google Suite, MS Office applications (Word, Excel, Access and, PowerPoint is required.
• Foresight to anticipate and manage change.
• Proven change agent with a learning attitude towards work and teams.
• Team oriented with solid interpersonal skills combined with high level of professionalism.
• Able to establish positive working relationships with others.
• Demonstrated customer service skills and strong written and verbal communication skills.
• Detail oriented with proven organizational and planning skills.
• Able to "think outside the box" and see the "big picture" impact of decisions/actions.
• Demonstrated thoroughness, follow-up, time management skills are required.
• Self-motivated.
• Takes initiative in identifying and resolving problems independently.
• Monitors own work for quality.
• Sound understanding and knowledge of call centre operational procedures, technologies, systems and applications including workforce management software, billing systems, predictive dialer, customer relationship management databases, phone switches, and quality monitoring tools are required.
• Experience working with in IEX and Compass., are required.

PHYSICAL DEMANDS AND VISUAL ACUITY

n/a

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

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 [e-mail]

Rooted in the communities it serves, Cogeco Inc. is a growing competitive force in the North American telecommunications and media sectors, serving 1.6 million residential and business subscribers. Its Cogeco Communications subsidiary provides Internet, video and phone services in Canada, and in thirteen states in the United States under the Cogeco Connexion, oxio and Breezeline brand names. Through Cogeco Media, it 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).