Team Manager - Social Media
Rogers Communications
Montréal, QC
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.

Team Manager, Social Media Support

Reporting to the Senior Manager, Chat and Social Media, the Team Manager, Social Media Support will offer coaching to the Consultants to ensure optimal results on our private social media channels: Twitter DM and Facebook Messenger. In order to manage risks efficiently while ensuring an excellent customer experience, they will also take charge of cost control by managing the KPIs, optimizing the working methods and developing resources.

Are you passionate about exceptional customer experience? Do you love social media? If so, this may be the right opportunity for you!

Coach and mobilize the consultants to meet the objectives.

Foster the consultants’ knowledge and skills development through weekly and case by case coaching.

Monitor and evaluate the interactions with the customers in order to ensure quality and the customer experience.

Ensure excellent reactive and proactive customer service for Fido products and services, including sales/activation, retention and technical support.

Monitor, analyze and manage the objectives and KPIs (quality, efficiency, sales, risk, workforce planning, etc.), and make the necessary adjustments.
Manage the team daily activities.
Identify the improvement opportunities and participate in enhancing the performance, the processes, the social media and the global customer experience.
Be an advocate for customers’ expectations before different groups within the company.
Be a Fido ambassador by living and transmitting its mission, vision, values and voice.
Keep on top of current social media best practices and trends.

University degree or equivalent experience
Minimum of 2 years of experience in a call centre management role
Must be bilingual (both spoken and written)
Excellent communication and writing skills
Available to work Monday to Sunday, from 8:00 a.m. to 9:00 pm
Excellent knowledge of Fido products, policies, procedures and systems (Nova, TELLI, ICM, MG, V21)
Knowledge of Word, Excel and PowerPoint
Sense of initiative; excellent analytical, organizational and problem solving skills
Capacity to offer a stimulating environment that promotes the acquisition and the development of skills within their team
Strong coaching skills
Ability to cope and manage change, to communicate the importance of the results and to show creativity in this context
Working knowledge of various web standards and social media technologies
Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 800, Gauchetiere O, Bureau 4000-Fido(182), Montreal, QC
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Customer Service / Sales
Requisition ID: 142810

Together, we'll make more possible, and these six shared values guide and define our work:

Our people are at the heart of our success
Our customers come first. They inspire everything we do
We do what’s right, each and every day
We believe in the power of new ideas
We work as one team, with one vision
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. You can also reach out to our team at to begin a conversation about your individual accessibility needs throughout the hiring process.

Posting Notes: [[req_strategyPage]] || [[country]] || QC || Montreal || [[mfield2]] ||