Videotron
Telecommunications
Gestionnaired'équipeextensionréseau
“Gestionnaire d'équipe extension réseau at Videotron. Skills: Team management, Operational process optimization, Performance monitoring. Manage daily team of ten unionized advisors. Plan team capacity based on volumes”
What You'll Achieve.
Improve professional skills; Improve team engagement; Maximize offered value
Industry & Context.
Root cause analysis; Identify improvement opportunities; Identify operational risks
What They're Looking For.
Must Have
Minimum five years management experience, Experience managing unionized employees, Experience developing operational processes, Experience tracking KPIs, Proficiency in Microsoft Office Suite, Excellent French oral and written communication
Nice to Have
Bachelor's in business administration, Experience in telecommunications sector, Experience with SAP, ETIYA, or equivalent, English fluency
What You'll Do.
Manage daily team of ten unionized advisors
Plan team capacity based on volumes
and develop team members
Conduct individual performance reviews
Handle labor relations issues
and optimize operational processes
Ensure customer follow-up processes are respected
Establish quality standards for requests
Supervise management of cases for billable solutions
Ensure operational alignment with territory teams
Analyze performance data continuously
Produce regular performance reports
Implement corrective action plans
Ensure consistent customer experience
Act as senior resource for complex issues
Ensure advisors propose appropriate billable solutions
Ensure team alignment with network extension objectives
Participate in committees and cross-functional projects
Monitor industry best practices
How You'll Work.
Team & Collaboration
Work with human resources; Work with labor relations; Align with territory managers; Align with sales teams; Align with engineering teams; Align with customer contact center
Communication Scope
Clear recommendations; Structured recommendations
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