City : Toronto, ON, CA

Category : Operations Support

Industry : Telecommunications

Employer : Rogers

As a Contact Centre Content Developer reporting to the Sr. Manager, Contact Centre Implementation, you will create narratives that help create frictionless experiences for our frontline users and customers and strengthen our relationships with them. You collaborate with people in a variety of roles including product owners, to understand the value of our products and create content that helps users connect with our products and engage in a meaningful and trusted relationship with out customers. You leverage the power of data to make content recommendations and inform your content choices. You are able to filter and process different perspectives, ask the right questions, adapt, and pivot in a fast-paced environment that puts the user at the centre of decisions, while factoring in business and organizational objectives.

What you'll be doing:

• Develop clear, accurate, and concise content that aligns with adult learning principles and brand voice, for Rogers Bank
• Make content-rich recommendations (video, images, infographics, interactive content, virtual assistants/ chat bots etc.) to drive engagement
• Participate in discussions to understand the product ask, user stories and value to the user and agent
• Advocate and articulate the power of agent and customer-centered writing to the customer experience
• Engage with stakeholders and cross-functional partners to present your work, incorporate feedback, and obtain sign off
• Collaborate with partners to ensure compliance with best practices for all content
• Share your knowledge and expertise to build the digital training roadmap inside the Bank’s Head office (AML, Senior’s Code training)

What you bring:

• 2 to 3 years of professional Adult learning and Technical writing experience including writing for accessibility
• Excellent writing and editing skills along with strong attention to detail. Passionate advocate for agent and user-centered writing, strong understanding of user-centered design
• Strong communication, negotiation, and interpersonal skills
• Experience working closely with multiple business partners and across teams
• Knowledge of Contact Centre training (desired)
• Strong understanding of Knowledge Management database best practices

As part of the recruitment process, the selected candidate will be required to provide employment references and successfully complete a background check which includes credit and criminal checks.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: Up to 10%
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 289774

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
 
Posting Notes:  Corporate

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