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.
