At SaskTel, we don't just think big - we innovate and lead the way! We enrich everyday life. We empower people, organizations and communities to reach their full potential. If you're passionate, driven, and ready to make a difference, join our dynamic team and be part of something truly transformative!
Service Manager-Customer Support Centre
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Location: Regina or Saskatoon, SK
Number of Positions: 1
Salary: $86,109 - $114,811 (Based on education and experience)
Type of Position: Permanent Full Time
Closing Date: 10/10/2025
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GENERAL ACCOUNTABILITY
Accountable to ensure customers are receiving the highest level of service and support from the Customer Support Centre. 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.
SPECIFIC ACCOUNTABILITIES
1. Accountable to ensure our customers are receiving the highest level of service and support from the Customer Support Centre.
2. Accountable for staffing, employee development, establishing and prioritizing work programs and general administration within the group. Cultivates and sustains team environments that encourages innovation, teamwork, initiative and open communication; promotes and models the corporate values.
3. Maximize personnel development by training and motivating through informal and formal training, mutual problem solving, specific goal setting, regular feedback and recognition for desired results. Assists with employee career development.
4. Accountable for achieving agreed upon objectives and goals through commitment to the PFE process. Provides leadership, plans and coordinates communications involving Customer Support personnel.
5. Provide a Single Point of Contact to meet all our customers support requirements.
6. Accountable for the delivery of end-to-end incident management and service assurance/level commitments to all SaskTel Legacy, Wireless and IP (voice data) customers. This includes Local and Long distance access, MAX, High Speed, Dedicated and Dialup Internet. Manage and direct staff responsible for trouble analysis, updates, escalations, and repair on a 24 x 7 basis.
7. Accountable for maintaining an 80/20 Grade of Service in the 611 Regulated Queue and reporting results to the CRTC in accordance with the Regulations set forth.
8. Maintains expertise on emerging technologies, industry trends, information technology, wireless data communications and their cross impacts to SaskTel and the customer.
9. Leads and/or participates in post mortems to discuss or recommend processes or procedures to provide improvements where required.
10. Communicates technical requirements to CSC Support in order to facilitate the development and implementation of service related enhancements, custom applications, and new service developments.
11. Accountable for providing an efficient operation by managing all administrative functions including but not limited to:
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