Rogers

Analyste Processus D'affaire

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    Rogers

    Analyste Processus D'affaire

    Rogers Montréal, Quebec

    Digital Technology and Media
    Reference : 130105
    Posted 17 day(s) ago | Still Open
    Permanent Full time As soon as possible
    Rogers

    DESCRIPTION

    At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize her dream. A sports fan celebrate a special moment.

    Because we believe connections unite us, possibilities fuels us, and moments define us.

    The successful candidate will have the opportunity to be part of the Rogers National Customer Care organization supporting both Rogers and Fido products. You will be responsible for the design and business operations of Call Centre Desktop tools (such as Telli - Fido & Rogers, Oasys and Onview). In addition you will support the Roll-out and transition of Oneview to all front line users. What you will be doing: Design
    - Lead the design process improvement initiatives for Telli - Work closely with numerous business stakeholders to capture requirements.
    - Author business requirement documents including call flows.
    - Work closely with other operations and IT groups to translate business requirements into call routing, logging, implementation and technology impacts.
    - Subject matter expert in Call Centre processes, policies - Attend project specific status meetings.

    Analysis
    - Proactively Identify improvement projects and initiatives.
    - Identify issues and solutions for operational effectiveness.
    - Develop business cases and obtain executive-level support and approval for implementation.
    - Retrieve and validate contact centre reporting data from various sources based on business needs.
    - Analyze reporting data and translate to valuable information by discovering trends and cause-effect relationships.
    - Develop clear, effective presentations for business decision-makers.

    Support
    - Issue and Ticket Management including triage and issue resolution
    - Support Pilot and BRT through. Providing guidance for QA and UAT during implementations, investigate defects.
    - Support creation of agent training materials.
    - Participate in IT releases if required.





    What you'll bring:
    - Customer focused (this is a business position).
    - Strong knowledge of systems including V21, SGI, Maestro
    - Able to work independently with minimal supervision.
    - Pro-active, self-starter, and ability to provide thoughtful opinions and input
    - Core Competencies:
    - Customer Service Orientation; Teamwork and Collaboration; Adaptability; Initiative; Integrity; Individual Accountability and Operational Excellence.
    - Role-Specific Competencies:
    - Achievement Orientation; Innovation/ Creative Thinking; Listening, Understanding and Responding and Problem Solving /Judgment.
    - Experience designing, implementing and improving processes in a call center environment
    - 3+ years of call center or telecom experience in an operational or business analysis role,
    - 3+ years of direct management experience.
    - 3 – 5 years of work experience in a complex environment.
    - Highly developed project management and communication skills.
    - Strong analytical background. Comfort with reporting analytical tools.
    - Undergraduate degree in Engineering, Science, Business and/or related process improvement experience.
    - Experience understanding and interpreting usability, CSAT and operational reports.
    - Strong comfort level with Contact Centre operations and technologies.
    - Strong comfort level with process flows (six sigma, BPR, etc…).
    - Bilingual (English / French)

    Schedule: Full timeShift: DayLength of Contract: Not Applicable (Regular Position)Work Location: 800, Gauchetiere O, Bureau 4000-Fido(182), Montreal, QC Travel Requirements: Up to 10%Posting Category/Function: Call Centre Operations & Operations SupportRequisition ID: 130105 Together, we'll make more possible, and these six shared values guide and define our work:
    1. Our people are at the heart of our success
    2. Our customers come first. They inspire everything we do
    3. We do what’s right, each and every day
    4. We believe in the power of new ideas
    5. We work as one team, with one vision
    6. We give back to our communities and protect our environment



    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.
    Rogers

    Rogers

    At Rogers, we’re for helping you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality. We deliver today what our customers want tomorrow, and...

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