Manager

**POSITION OVERVIEW**

Accountable for the effective operation of SaskTel's Customer Care Centre. This includes managing resources to achieve excellence in customer service, productivity and sales/revenue objectives. It also includes planning and managing projects designed for the on-going development of the Customer Care Centre sales channel and the effectiveness of the sales team. Participates in the creation of an environment where employees are empowered to make decisions based on customer needs and corporate goals.

**LEADERSHIP ACCOUNTABILITIES**

People
1. Leads, directs and manages staff to ensure the effective use of HR resources. Maximizes performance by selecting (hire external or promote from within), developing, mentoring and sustaining a high level of expertise among staff. Organize and direct work including prioritizing assignments, establishing objectives, providing regular performance feedback, conducting year end performance appraisals and taking necessary corrective action as may be required. Assists in staff career planning, establishes development and succession plans and ensures relevant HR procedures and policies are followed (provisions of the collective agreement, performance appraisals, discipline, grievance, etc). Accountable for provisioning and managing contracted resources as may be required.
2. Accountable for promoting a productive and positive environment for staff that encourages innovation, teamwork, initiative and models corporate values. Motivates staff by assigning challenging work, planning and managing internal communications and awareness of corporate direction, mission, plans and activities.
3. Ensures all safety, health, environmental and code of conduct policies, programs and standards are understood and complied with at all times.
4. Proactively identify and action opportunities to increase customer satisfaction (internal and external customers).

Financial
1. Ensure sound financial control within area of responsibility by developing annual operating and capital budgets, monitoring performance to budget and taking action as appropriate. Develops, negotiates and implements contracts for acquisition of goods & services related to area of responsibility.

Innovation
1. Accountable to research, develop, define and implement innovative long and short term plans, policies and objectives. Provides expertise to senior management providing education, studies and consulting on opportunities that will impact business strategy. Ensures alignment and integration with the corporate strategic plan and develops plan and operational metrics, including approaches for demonstrating business value.
2. Accountable to proactively identify and action opportunities to improve revenue and growth initiatives, decrease costs, increase customer service levels and increase employee engagement.
3. Accountable to develop opportunities to spark innovation in technology or product service delivery or process improvements.

**SPECIFIC ACCOUNTABILITIES**

1. Maximizing financial contributions to SaskTel by meeting and exceeding sales forecasts, managing operating/capital budgets and manpower and maintaining/improving existing and expected revenues generated from the consumer and enterprise markets.
2. Accountable for developing and managing key performance indicators based on World Class Call Centre standards, ensuring outstanding customer service and consistency with corporate objectives.
3. Develops and sustains a high level of expertise among staff by acquiring, selecting, developing and motivating people. Implements plans and initiatives to promote employee morale, performance, skills acquisition, and career development.
4. Develops and manages adequate controls and reporting processes to meet sales and operational/service requirements.
5. Provides input and assists in the development of Customer Care Centre sales plans and assists in the implementation of sales strategies.
6. Accountable for enhancing customer service and satisfaction by ensuring customer requests are accurately translated for input to billing, directory, network and installation areas.
7. Maximizes SaskTel's market share through the development of professional business relationships, maintaining a high level of presence in the community, which enhances customer satisfaction and increases awareness of SaskTel and our products and services.
8. Participates with the Occupational Health and Safety group to ensure a high quality of work life for employees.
9. Builds and maintains a strong working relationship with union representatives.

**QUALIFICATIONS**
- A thorough knowledge of and considerable experience in marketing and sales practices, procedures and techniques is required.
- Ability to lead, supervise and coach a large number of people.
- Must practice and display a high level of commitment to the support and development of employees.
- Shift work may be required.

**ABOUT SASKTEL