Service Manager

at  SaskTel

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POSITION OVERVIEW

Accountable to ensure customers are receiving the highest level of service and support from the Customer Support Centre. Accountable for Customer Service and Support for both Internal/External customers encompassing all SaskTel and Expansion Division Voice and IP solutions. Accountable for providing technical knowledge, expertise and support requirements related to the introduction, development and support of Legacy Voice, IP and Wireless services within SaskTel and its subsidiaries. Manage and support the training and coaching of all staff to provide customer support on SaskTel Legacy, IP and Wireless based services. Responsible for acting in a leadership position to manage the CSC regulated and non-regulated Grade of Service Targets. Accountable to determine resources required to achieve the ideal balance between staffing priorities, operational efficiency, and demand for quality customer service.

SPECIFIC ACCOUNTABILITIES

• Accountable to ensure our customers are receiving the highest level of service and support from the Customer Support Centre.
• Accountable for staffing, employee development, establishing and prioritizing work programs and general administration within the group. Cultivates and sustains team environments that encourages innovation, teamwork, initiative and open communication; promotes and models the corporate values.
• Maximize personnel development by training and motivating through informal and formal training, mutual problem solving, specific goal setting, regular feedback and recognition for desired results. Assists with employee career development.
• Accountable for achieving agreed upon objectives and goals through commitment to the PFE process. Provides leadership, plans and coordinates communications involving Customer Support personnel.
• Provide a Single Point of Contact to meet all our customers support requirements.
• Accountable for the delivery of end-to-end incident management and service assurance/level commitments to all SaskTel Legacy, Wireless and IP (voice data) customers. This includes Local and Long distance access, MAX, High Speed, Dedicated and Dialup Internet. Manage and direct staff responsible for trouble analysis, updates, escalations, and repair on a 24 x 7 basis.
• Accountable for maintaining an 80/20 Grade of Service in the 611 Regulated Queue and reporting results to the CRTC in accordance with the Regulations set forth.
• Maintains expertise on emerging technologies, industry trends, information technology, wireless data communications and their cross impacts to SaskTel and the customer.
• Leads and/or participates in post mortems to discuss or recommend processes or procedures to provide improvements where required.
• Communicates technical requirements to CSC Support in order to facilitate the development and implementation of service related enhancements, custom applications, and new service developments.
• Accountable for providing an efficient operation by managing all administrative functions including but not limited to:
• Developing and implementing administrative procedures for leading edge technology
• Develop, implement and monitor appropriate processes, procedures and metrics to effectively and efficiently support operating environments.
• Tracking of Capital and Operations budget needs, tracking of full- time, part-time and casual staff hours, overtime hours and sick leave.
• Work with Scheduling/RTM for resources required to provide grade of service in a 24/7 queued environment.
• Responsible for the identification of Customer Service affecting issues.
• Improve Corporate Image and Customer Relations by establishing and maintaining professional courteous and effective communication with Internal and External Customers.
• Builds and maintains a strong working relationship with union representatives by attending CEP/Management Joint Committee Meetings and working to resolve issues through investigation and negotiation.

QUALIFICATIONS

• University Degree or Certificate in Business Administration or Computer Science or Information Systems Engineering
  OR Technical Institute diploma in Computer Engineering Technology or Computer Information Systems, with 3 years related experience

  OR a thorough knowledge of SaskTel Legacy, IP and Wireless based technologies, typically gained with 5 years experience in a related environment.

• Knowledgeable on all SaskTel CSC queue environments and supported services (Legacy, 611, Internet, Max, 4135, Business, Navigata, Wireless)

• Ability to select, train and develop staff.
• Strong analytical, organizational and technical abilities.
• Excellent verbal and written communication skills with demonstrated ability at all levels of the organization.
• Demonstrated ability to manage within a diverse and rapidly changing environment

Please refer the Job description for details