Mgr. Access Mtce

Our Connected Home team is proud to offer our customers seamless and simple technology that fits into any lifestyle. Our fibre network supports millions of customers with high-speed Internet, TV, and Smart Home Monitoring to keep Canadians connected to the people and things that matter most. We know that our customers rely on us to provide them reliable connectivity, that is why we have made a commitment to providing the fastest and most consistent network in the areas we serve.

We are growing our Connected Home team and are looking for team members that are collaborative, digital-first, fast-moving, bold-thinking, and focused on delivering impact in everything they do. Come play a key role in building the future of innovation in Canada.

Let’s make your possible at Rogers.

Are you up for the challenge and the fun? If so, consider the following opportunity:
Field Operations is responsible for providing leading edge communication services to existing and potential customers within the Rogers Cable footprint.

The primary responsibility of the Access Maintenance Manager, Ottawa is to ensure that all deliverables are met on time, on budget, meet all Rogers Quality Standards, while exceeding customer expectations. In this position, you will be accountable for completing all Regional Network Maintenance activity with a team of in-house technicians and managing contractor crews to support our objectives.

We welcome and seek out individuals who are highly adaptable and thrive in an environment that is built around delivering an exceptional Customer experience.

**What you'll do**:

- Provide leadership and direction to employees to support excellence in completion of field activities.
- Responsible to implement program strategies designed to boost productivity and overall performance against organization objectives and KPI’s.
- Ensure technician adherence to policies, procedures and tactics designed at optimizing our Customer Experience.
- Manage technician availability to ensure the workforce is adequately staffed to meet Service Level Agreements and departmental objectives.
- Manage and develop a high-tech workforce, including proactive performance management.
- Be present in the field translating performance results into actionable improvements that can and should be taken by frontline staff.
- Based on observed behaviours and scorecard performance provide daily coaching feedback to technicians and set clear expectations by preparing individual plans that will guide the development needs of the staff.
- Conduct root cause analysis, documentation and change management based on findings
- Weekly reviews with regional leadership to provide status updates on team scorecards and regional performance including progress/execution of planned changes. In addition, identifying any course adjustments that are needed to ensure the delivery of performance objectives.
- Ensure daily support is made available to technicians, so they can successfully deliver on our operational commitments. Included here is navigating discussions with our cross functional business partners when their support is required.
- Remain at the forefront of new technological deployments and connect staff to how they contribute to these roadmaps.
- Drive Employee Engagement with a focus on collaboration across regions, other Business Units and or 3rd party vendors.
- Have a high sense of urgency while bringing a prompt resolution to Customer escalations.
- Effectively monitor and administer departmental costs that are aligned to our fiscal responsibilities.
- Be aware of and adhere to all applicable Health and Safety regulations, in accordance with legislation and related Company policies.
- Take insight collected/observed from the field and deliver these as inputs to the regional Performance and Operational Execution primes.
- Ensure that team efficiencies are optimized while managing the completion of all necessary training.
- Enable a culture of high performance that is rooted in the growth and development of their staff.

**What you bring**:

- Previous management experience leading a technical workforce, is preferred.
- Post-secondary education in a related field. Professional certification is an asset.
- Experience in leading a technical workforce, in particular motivating employees to change.
- Proven ability to deliver on business plans.
- Proven experience understanding and improving business processes.
- Strong interpersonal and organizational skills.
- Proven ability to embrace new technology.
- Proven ability to drive and improve employee engagement.
- Effective written communications and document writing with MS Word, PowerPoint, and Excel.
- Strong presenter / public speaker and facilitator. Training background would be an asset.
- Ability to work effectively and independently on multiple simultaneous tasks within a fast-paced customer
- service oriented environment.

Schedule: Full time
Shift: Day
Length of Contract: No Selection
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