Client Services Manager

Client Services Manager

Job Information
Author pmnationtalk
Date May 8, 2022
Deadline Open
Type Full Time
Company Broadband Communications North Inc
Location Winnipeg, MB
Category Manager
Client Broadband Communications North Inc
Contact Information
[email protected]

Client Services Manager

Position Summary

The Client Services manager will work in an ITIL framework and is responsible for critical incident management and resolution as well as problem and change tickets.  A high degree of organization is essential. The Client Services Manager must have excellent supervisory and time management skills as they will be organizing a group of technicians (or contractors) to correct incidents and problems daily.  The Client Services Manager will also be responsible for ensuring that internal and external helpdesk operations operate efficiently and effectively.

Responsibilities

Ticket Management & Service Coordination (75%)

  • Incident Management: Incident Management is defined as an immediate act that works to resolve an emergency (or outage) on any part of BCN’s physical network that disrupts BCN’s physical network and/or the customers’ ability to receive, access, and/or utilize service. 
  • Responsible for immediately notifying all affected clients of emergency outages pertaining to network failures
    • Analyze the incident with technical team, and ensure course of action is being developed to maintain SLA
  • Problem Management: Problem Management is defined as a proactive and strategic approach to prevent the occurrence (or reoccurrence) of incidents through ensuring sites meet the standard design and proper maintenance is conducted.
  • Escalate and monitor with the network operations teams
  • Coordinate Installation Services:
  • Responsible for organizing the installation of customer premise equipment; to provide retail or enterprise services
  • Responsible for organizing the installation of enterprise devices; to support managed services contracts with enterprise clients
  • Where applicable, remediation of previous installation projects
  • Where applicable, prepare service orders for a client’s request for installation or remediation
  • Where applicable, ensure CPE or enterprise devices are available and configured by the client services team
  • Dispatch client services team and/or contractors as required
  • Ensure that clients (and staff) impacted by scheduled events are properly notified in advance before work begins and are aware of changes that may impact them
  • Update affected parties routinely during the process of completing the work
  • Ensure that service orders have been completed by deadline
  • Document the work completed and notify internal departments for follow-up if necessary
  • Identify and develop any procedural or function gaps in the operation of client services work
  • Identify and develop safety procedures in the operation of client services work

Administration (25%):

  • Supervise the Client Services team – Providing team members with consistent direction, supervision, and clear reporting structure
  • Review and approve employee timesheets
  • Review and approve employee advance and travel expenses
  • Assist with annual personnel review
  • Assist with training for staff
  • Document employee incidents regarding absences, misconduct, etc.
  • Monitor and coach the team to improve customer service and technical abilities
  • Escalate disciplinary action when necessary to Director of Operations
  • Monitor workload and assigned duties of Client Services team
    • Assign tickets as required to the team – ensure that techs have direction on these assignments
    • Guide the team in troubleshooting to ensure consistency and quality of work
    • Ensure tickets are properly recorded, tracked and completed in a timely fashion
    • Assist in resolving escalated incidents
    • Develop articles that will assist helpdesk functions
  • Assist with team recruitment and selection process
    • Provide advice and support to executive on staff recruitment
    • Participate in applicant interviews
    • Provide staff orientation
  • Develop client relationships to provide excellent customer service and support
  • Research knowledge of industry trends and their potential impact on the business
  • Participate in planning as a member of the following teams – providing direction for decision making:
    • Enterprise Client Meetings – FNIHB work status (weekly)
    • Enterprise Client Meeting – RTP Technical (Monthly)
    • Enterprise Client Meeting – MFNS (Monthly)

Education & Experiences

  • The candidate should possess a Business Administration Degree or Certificate.
  • The candidate should have 3+ years demonstrated management experience.
  • Experience in a call center or a managed services environment would be a great asset

Core Competencies

  • Knowledge of basic construction methods and practices
  • Working knowledge of computers and networking
  • Ability to understand BCN’s network and how it operates (with training)
  • Ability to perform basic network troubleshooting
  • Ability to work in a team-oriented, collaborative environment
  • Ability to understand organization’s goals and objectives
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ability to mentor and organize people
  • Effective interpersonal skills and relationship-building skills
  • Effective written and oral communication skills
  • Effective analytical and problem-solving abilities, with keen attention to detail
  • Demonstrate positive, professional attitude when working with clients and peers
  • Demonstrated ability to take initiative
  • Ability to function in a fast-paced environment, either independently or with a team
  • Understanding of Northern and First Nation communities
  • Demonstrated professionalism through appearance and overall conduct
  • Enjoys the changing demand of technology and embraces learning and expanding their knowledge
  • Above all else, models expected behaviors, supporting a service excellence culture:
    • Seeing everything through the lens of the customer
    • Paying attention to the physical environment because everything speaks
    • Providing service delivery that will create service wows

Work Conditions

  • On call hours may be required from time to time
  • Shift work, extended hours, evening, and weekend work to meet deadlines especially in the field
  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
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