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The Service Manager- Customer Support Centre is 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.
QUALIFICATIONS:
1. 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.
2. Ability to select, train and develop staff.
Strong analytical, organizational and technical abilities.
3. Excellent verbal and written communication skills with demonstrated ability at all levels of the organization.
4. Demonstrated ability to manage within a diverse and rapidly changing environment
5. The essential management skills required are:
- initiative
- decision making
- adaptability
- analytical ability
- innovation
- leadership
- mentoring
- negotiating
- customer service oriented