A productive office filled with technologically enthusiastic individuals
TSR2 - Customer Care Operations Support (Employé actuel) – Edmonton, AB – 30 mars 2015
The support team within Edmonton Customer Care works hard to make sure that our front-line agents are well taken care of. In the case of the Operations team I'm a part of, we help to support multiple teams within the Customer Care umbrella, as well as providing individualized support to partnered team-leads and the agents they manage.
A typical day involves working to keep tickets flowing within our group e-mail bin, routing off escalations as needed to specialized departments, or looping in other teams from other regions of the country. We also run regular reports to analyze & audit agent performance, metrics, business compliance data, and various other tasks. Finally, we always try to make ourselves available to answer questions, be they complex issues, or merely helping another staff member with a workstation computer problem.
Sadly Edmonton Customer Care is being shut down over the summer, and consolidated into other locations within Canada. Naturally this is having an effect on morale, but leadership is doing their best to keep everyone's chin up. There are transfer opportunities for those who'd like to stay with Shaw, and agents are already beginning to move to other parts of the business to further their careers.
I personally hope to continue with Shaw in another role, but I'm still open to the possibility of furthering my career with another organization.
Convenient location & plenty of parking.
Not many food options within easy walking range.