Manager, External Service Desk

NorthwesTel - Whitehorse, YT (30+ days ago)

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GENERAL ACCOUNTABILITY

The Manager, External Service Desk, reporting to the Sr. Manager, Customer Service, is responsible for the overall management and administration of all External Service Desk activities within Northwestel. The primary accountability is to deliver optimum customer service satisfaction levels, as measured by company set targets and key performance indicators.

The Manager, External Service Desk supports and works within the Incident Management and Provisioning processes.

The Manager, External Service Desk provides technical and customer perspectives during the evaluation of new products and services in teams comprised of Marketing and Operations. They provide input on the potential impact on incoming calls, processes, and staffing levels to meet customer demand.

The Manager, External Service Desk directly supervises a team of Union employees:

Service Desk Technicians (19)
Service Desk Clerks (7)

KEY ACCOUNTABILITIES

Lead a staff, that provides efficient and effective handling of customer incidents and complaints (internal & external) to meet or exceed customer expectations, CRTC target levels and internal Key Performance Indicators. This role provides direction, coaching, discipline, attendance management, performance management (including completing performance evaluations), and appropriate personal development opportunities.
Manage External Service Desk service delivery to ensure objectives in support of Company goals are being met. Gathers and analyzes volumes, impacts and costs of incidents.
Monitor daily data summaries and report on all External Service Desk performance objectives, in support of Company goals and Customer Commitments specified in Service Level Agreements. Develop and implement any process and system improvements necessary to meet and/or exceed service levels and objectives.
Resolve and report on process performance issues to the Process Owners specific to their domain.
Communicate with customers impacted by planned or unplanned outages.
Identify Service (Voice, Internet, Video and Wireless) performance issues based on monitoring internal data and customer input. Participate in planning and implementation activities to ensure adequate network and facilities capacity is maintained. This includes regular review and analysis of network reports concerning provisioning and assurance data to identify trends in order to anticipate future issues/problems.
Participate in planning and implementation of new technology and services involving customer services to ensure consideration is given to all aspects of technical deployment and incoming call loads relative to potential provisioning and assurance issues. Develop systems and processes to track impact on customer satisfaction levels and on Company resources.
Represent the Company in Customer complaints related to services provided to ensure excellent customer relations are maintained and NorthwesTel remains the Company of choice in the marketplace.
Manage change and process improvement activities. This includes engaging employees in creating and supporting continuous improvement and managing the impact of change on our customers.
Develop and administer an annual operating budget of $1,300,000
Actively participate in the Health & Safety program by working in compliance with OH&S Acts and Regulations, completing required training and reporting immediately to your Supervisor or Workplace H & S Committee member any work-related hazards and concerns.

KNOWLEDGE AND COMPETENCIES REQUIRED

The incumbent typically has a bachelor’s degree in Information Technology or Business combined with a minimum of five years’ experience working in IT external technical support & customer service areas, of which at least three years has been in a supervisory capacity.

The Manager External Service Desk is a self-motivated individual with proven analytical, time management and communication skills. They have excellent leadership and coaching skills with experience in successfully leading and motivating a team through change. The incumbent typically has knowledge and expertise in the areas of planning, IT external technical support management, telecommunications management, and customer service. An understanding of the specifics of working in the North is a distinct benefit to understanding service provider challenges and meeting customer needs.

As part of the recruitment process for this position, candidates may be required to take pre-employment tests and/or complete work simulation exercise to assess job fit.

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.