Manager - Customer Care Operational Support

Company Biography

Tbaytel is a leading regional provider of telecommunications products and services. We are a dynamic, growth-oriented company committed to investing in the people and organizations that help build strong and healthy communities throughout the entire region we serve. Tbaytel offers comprehensive benefits, performance and recognition programs, educational training, work-life balance and career growth opportunities.

Position Summary

Under the general supervision of the Director – Customer Care, the Manager – Customer Care Operational Support is responsible for planning, directing and managing support activities and process improvement initiatives within Customer Care as they pertain to all aspects of fulfilment, assurance, and delivery of Tbaytel's products and services while having a keen focus on delivering superior customer experience and operational efficiency.

Major Responsibilities

• Responsible for managing Customer Care teams including Support, Assignment & Carrier Services.
• Manages Customer Care business process evolution, analyzing business requirements for OSS/BSS changes and enhancements.
• Oversees the evolution and ongoing development of training materials and delivery of training to Customer Care.
• Establishes, monitors and manages quality assurance standards for Customer Care access channel transactions. Drives, develops, and implements continuous improvement strategies to achieve optimal performance.
• Participates in the assessment and evolution of policies and procedures as they apply to Customer Care and delivery of service.
• Participates with the management team in the preparation of statistical information, KPIs and reports to maximize performance management to meet organizational goals.
• Works closely with internal business partners and external vendors ensuring optimal application and evolution of systems and tools within Customer Care.
• Participates in cross-functional teams in managing the planning, design and development of new or enhanced service/product offering processes to ensure Customer Care operational readiness.
• Participates in the management of CCTS customer complaints.
• Formulates the operating budget for the Customer Care Support section and manages adherence.
• Maintains an up-to-date knowledge of and complies with all legislation and Tbaytel policies relevant to the position and the duties performed.
• Performs other related duties as may be assigned.

Minimum Qualifications

• A degree or diploma in Business Administration, Computer Science and/or associated discipline
• Three years of experience in the telecommunications industry or a Customer Care related position
• Three years of experience in a leadership or supervisory role
• Proficiency in the use of various computer software programs, such as email, MS Office (Excel, Word, PowerPoint) and Google Drive (Sheets, Docs, Slides) with the ability to learn new software as required
• Excellent interpersonal, as well as oral and written communication skills, with a focus on human values, team development, employee development and coaching
• Demonstrated analytical, technical, organizational and planning skills

Preferred Qualifications

• Five years of management or supervisory experience in the telecommunications industry
• Five years of experience training within a Customer Service or Contact Centre environment within the telecommunications industry
• Knowledge of Tbaytel's workflow and processes
• Project management experience

Conditions of Employment

• Must successfully undergo a satisfactory Criminal Records Check
• Required to be available for emergency calls per a rotating schedule with other departments
• Must be aware of, and be competent, and comply with the duties of a supervisor as legislated under the latest version of the Federal Occupational Health and Safety Act and Regulations and Part II of the Canada Labour Code

Closing Statement

Tbaytel strives to provide a safe environment for its customers, employees and assets. To support this goal, Tbaytel requires that all individuals acting in their capacity as employees, students, and contractors for Tbaytel undergo a Criminal Records Check (CRC).

Tbaytel will review the CRC to determine if the offence(s) are relative to the bona fide job requirements.

Criminal Records Checks will be conducted in a discreet and confidential manner, in the interest of Tbaytel and for public safety of the community served by Tbaytel.

What is a Criminal Records Check?

A Criminal Records Check is a CRC which searches the National repository for criminal records in Canada via the Canadian Police Information Centre (CPIC). It also identifies pending criminal code charges and outstanding warrants.

For more information on obtaining a record suspension please visit the Parole Board of Canada

Employment Equity

Tbaytel is an equal opportunity employer, who encourages applications from Aboriginal peoples, persons with disabilities, members of visible minority groups and women. Reasonable accommodations are available upon request for all parts of the recruitment process. Applicants need to make their needs known by contacting Tbaytel Human Resources in advance.