Act as Operational Prime for Product launch and Project initiatives of the Operational Readiness team. Focus on implementation consistency within all programs to ensure that each implementation remains consistent with the long-term operational model road-map.Develop a comprehensive Impact Assessment framework for estimating CAPEX and OPEX costs for all project and programs. Through standardized methodology subsequent impact assessments were easily understood and compared by the Senior Leaders and Executives of the Operations teams. The framework also separated input data provided by the project team, from assumptions made for the purpose of the impact assessment to ensure that the quality of assumptions could be measured and improved as required.

Act as Operational Prime for new Product Launches with an impact on the Enterprise Technical Support - Wireless team. Provide analysis of CAPEX and OPEX costs to include within the business case. Participate in process design and mapping to ensure end-to-end customer experience. Provide feedback to the Enterprise Operations Service Delivering teams to ensure process harmony within Enterprise Operations. Ensure the capture of key facts to enable KPI, and CSF measurements from which future business decisions can be made. Represent Enterprise Operations in contract preparations related to suppliers contracts, partner SOWs, and customers SOW templates.Participate in on-going Continuous Service Improvement (CSI) activities within the Enterprise Technical Support - Wireless team. Review current Operational Models against upcoming products or changing business strategies to develop plans and business cases in advance to ensure maximum agility. Develop hypotheses related to interpretations of baseline date, then determining a method to analyze these hypotheses. Execute solutions based on those proven results.Oversee periodic review of data metrics and analytics to ensure quality of data and accuracy of measurements.

Deploy new Managed and Professional Services within the Wireless Business Segment. Including Process mapping and optimization, supplier contract preparations, and ensuring operational readiness.Lead process improvement initiatives within the Enterprise Service Assurance team including identifying deficiencies, determining optimal solutions, and managing associated changes.Manage the Business Care Scorecard Tool project to create a web-based performance monitoring tool for use throughout the Business Care organization.Audit current metrics on scorecards within Business Care. Suggest changes to increase scorecard balance where applicable.Act as subject matter expert for Enterprise Service Assurance business processes.

Measure and track performance, and provide coaching and mentoring to a team of ESC Technical Support Specialists and ESC Technicians. Determine how performance metrics should be tracked and maintained to ensure accuracy, relevance, time efficiency, and easy of access. Set Yearly Performance Objectives for the ESC Technical Support Specialists and ESC Technicians.Facilitate weekly Technical Lead meetings to determine process gaps, plan Technical Lead activities, track on-going initiative and project, and to ensure open communication between all of the team members and lines of business.Assist in prioritizing projects and initiative which will be undertaken by the ESC Technical Leads to ensure we receive the greatest result. Act as project manager on ESC initiatives related to day-to-day operations (ie. Synergy Ticketing System, ESC Employee Rewards Program, Disaster Recovery Planning, Customer Satisfaction Surveys), including determining project success criteria, project scope, determining expected due date, managing required resources, tracking progress, communicating project status, influencing external groups and stakeholders, and addressing road blocks.Provide Forecasting and Budget details for projects and initiatives undertaken by ESC.Act as technical subject matter expert for Wholesale Portal including all Reseller and VASP issues. Represent the Service Assurance team in cross functional meetings for Reseller and VASP projects, initiatives, and periodic management meetings. Provide single point of contact for support and communication in the event of a critical issue related to the Wholesale Portal or Infrastructure. Complete Service Assurance activities involved with the customer on-boarding process for all new Reseller or VASP customersProvide training to the support teams related to Wireless Network fundamentals, Billing Systems, and Wholesale Support.

- Support Rogers GBM, Corporate and Enterprise customers in a helpdesk to helpdesk environment- Provide server and device support for the base of Rogers Wireless Business offerings; including pre and post launch questions, technical issues, and server/device functionality inquiries.- Act as prime contact and support for all Wholesale Portal and Reseller Issues.- Act as technical service advisor to customers inquiring about potential services they could obtain from Rogers.- Where possible manage technical issues from the first customer contact to the final issue resolution. Including all customer contact, first line issue escalation, and dealing with third-party vendors. - Where it is not possible to manage the technical issue, provide the customer with direct contact to those who are able to address their issue.

- Provide continuous feedback and coaching to a team of over 12 agents- Develop Coaching Plans, and Performance Reviews- Help agents set and achieve challenging goals- Assist agents in career development- Ensure that agents are sufficiently trained to complete their day-to-day responsibilities.- Delivere Pre-Shift meetings to ensure agents were aware of the daily changes which would be affecting their roles.- Act as Subject Matter Expert for all Rogers and IMS processes.- Assist with hiring process including short-listing, interviewing and selection of candidates.- Complete daily monitoring and reporting of the Helpdesk Operation- Ensure consistent and accurate completion of payroll information- Manage the implementation of operational process changes for the helpdesk- Manage the Device Lab Inventory to ensure that devices are available for all agents at anytime they may need to do testing. As well as ensure that no devices were lost or stolen.- Deal with escalated customer issues requiring the attention of the Management Level.- Compile incident reports to provide a timeline of actions taken by the team to ensure that we learn from any of the errors made in the process.- Identify processes which could be improved and suggest solutions.- Create forms and documents which could be used to facilitate the tracking and reporting required by the role.