Rogers Communications Inc.
Business Sales and Service Center
Small Business Care
• Daily coaching of front-line staff to ensure that quantitative and qualitative results are
met for RCI, Credit Operations, Call Center
• Develop specific, customized coaching plans with direct reports, set monthly/quarterly goals while linking behaviors with business results
• Ongoing identification and resolution of barriers to Customer satisfaction, or timely
escalation as appropriate
• Ensure that internal and external customer satisfaction is maintained and exceeded.
• Implement initiatives to promote team/morale building and having FUN
• Effective skill development of team, specifically around, call management, quality,
collections effectiveness, absenteeism, and behavioral growth
• Ensure operational effectiveness is maintained throughout the customer life cycle
• Assist in implementation and reporting on progress of tasks, projects or committees,