Manager Routing Strategy

This is a Remote role which means you get to work from home!

At Rogers, we put our customers first in everything we do. We’re committed to creating best-in-class customer experiences for millions of Canadians from coast-to-coast-to-coast. Our Customer Experience team is energetic, empathetic, and dedicated to making a difference – they’re passionate about people and ready to do whatever it takes to keep us connected to a world of possibilities and the memorable moments that matter most.

If you’re someone who’s excited by a challenge, takes initiative, and moved to make a difference, you’ll find success here. We’re growing our customer experience teams and are looking for team members who are committed to make more possible for our customers and Canadians every day.

Think you’re up for the challenge and the fun? If so, consider the following opportunity:

The Interaction Management team is seeking a Manager, Routing Strategy.

What you will do:

• Routing Strategy owner to pair Customers with Specialists for Loyalty, Sales, Service and Collections
• Collaborate with data scientists, Customer experience, capacity planning, revenue management, collections and cross functional teams from a routing lens to deliver benefits to the Customer and Business
• Partner with other leaders to define/evolve the routing strategy to deliver of Customer interactions to the specialists with the best combination of skills
• Develop team member technical skills/knowledge to optimize the delivery of Customer interactions to the specialists with the best combination of skills
• Manage, measure and monitor the business logic to optimize the delivery of Customer interactions to the specialists with the best combination of skills
• Develop and maintain Customer segmentations, revenue and operational cost datasets to be used in routing analytics
• Understand business issues and decompose them into measurable data or modeling requirements
• Analyze complex information, uncover trends, provide data driven insights and conduct strategic initiatives to inform business actions and drive performance
• Build and implement predictive models leveraging advanced techniques and tools
• Deliver routing strategy to optimize Customer and Specialist pairings enabling the delivery of routing performance
• Develop executive level presentations and enable stakeholders with key facts and insights to drive decision making

What you bring to the role:

• Demonstrated passion for improving Customer experience
• A drive, energy, and urgency to deliver insights and innovative solutions
• Proven ability to collaborate across business units to build strategies and tactics that optimize business outcomes
• Sound judgment and professional presence to influence senior leaders and partners in decision making
• Excellent facilitation skills, comfortable in preparing and facilitating meetings
• 3+ years of experience within the Telecommunications industry
• 3+ years of experience in managing Contact Centre Analytics or other operational fields
• 3+ years of experience in data science related work
• 1+ years of experience in leading and developing people
• Proven ability to work effectively and independently on multiple simultaneous tasks within a fast-paced environment
• Excellent organizational and time management skills with a strong attention to detail
• Ability to think and act strategically
• Excellent coding skills using R/Python, SAS, SQL Data Bricks, or other languages
• Bachelor’s Degree in Computer Science, Mathematics, Engineering or other related fields or experience.
• Exceptional communication skills and capable to transform model / complex information into human language, and hence support decision making process

Schedule: Full time
Shift: Day
Length of Contract: No Selection
Work Location: 333 Bloor Street East (WFH), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 286227

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

Posting Notes: Customer Experience