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Escalation Specialist, Company Business Market
Entertainment & Media Industry Company
Mississauga, , Canada
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Company is a truly Canadian company with over 136 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Company Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Company Business Markets is looking for a dynamic customer oriented leader to manage the expedites sent to our organization, analyze the root causes and bring solutions to prevent them from happening.
BBM is a highly energetic, dynamic environment filled with the unpredictable and unexpected. You will need a proven track record in creating and leading a positive healthy climate allowing others around you to make it personal and deliver the very best with every escalation and great team work experience. If you enjoy challenges and thrive in such an atmosphere then this position could be for you.
Major Responsibilities/Accountabilities:
• Manage BBM expedites and provide reply to the requester in a timely manner
• Analyze the root causes of the expedites and bring solution to improve the process.
• Collaborate with the leading team to find ways to improve our performance
• Complete expedite reports weekly
• Build and maintain solid working partnership with the team leads in the organization in order to be able to address the expedites in a timely manner
• Continue to make process recommendations and improvements by asking questions, engaging team and sharing ideas
• Respond to Executive team, actioning urgent requests and providing resolution updates
Essential Skills and Abilities:
• Strong leadership skills
• Ability to stay calm under pressure and work on multiple cases at the same time
• Excellent at trouble shooting
• Analytic skills
• Solid team work skills
• Professional work Ethic and interpersonal Skills are essential
• Strong customer orientation, the ability to resolve customer service issues, negotiate with clients and representatives while maintaining and growing a strong partnership
• Ability to use all resources and to think out of the box when resolving and being consulted on how to conclude an expedite
• Organize and plan effectively to consistently meet and exceed team and executive expectations
• Determination and Focus process improvement
• Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others.
• Capacity to communicate to any hierarchy level of the organisation
Qualifications:
• University degree in Business administration
• Good knowledge of Company’s Business Products and Services voice and data would be an asset
• Help Desk/escalations experience
• Minimum 2-3 years experience as a leader
• Demonstrates a commitment to personal development
• Strong written and verbal communication
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Quebec : Verdun
Application Deadline: 01/23/2017
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Company is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga