Our Teams
We have high-performance, results-driven teams focused on achieving established corporate goals in an ever-changing environment. At Teligence, we encourage our associates to grow with the company and, as such, offer a variety of career paths for you to grow: Customer ServiceCustomer Service strives to be the voice of our customer, and to make Teligence an "easy to do business with" company in our journey to become a truly world-class operation. Customer Service is staffed with bright, enthusiastic professional agents who undergo a structured training program focused on product knowledge, consistent processes, and our advanced technology. This all contributes to our people being able to meet and exceed our customers' expectations, whether it be a Sales Agent helping a customer choose the right product, a Service Agent addressing a customer's issue on the first call, or a Quality Agent ensuring our products meet guidelines and standards. Customer Service listens to and documents our customer feedback and shares it with other parts of the company in order to continually improve our products, our systems, and our accessibility, all to better meet our customers' needs. Revenue AssuranceThis team manages the company's payment methods. The overall risk of various payment methods is managed through sophisticated risk and credit management. Their extensive risk management and revenue assurance operations help the company contain losses, minimize risk and maximize recovery. Revenue Assurance also identifies new tools and payment methods to provide superior risk management, processes and procedures, and to allow for a variety of cost effective billing and payment options. FinanceFinance plays a key role in expertly managing and mapping finances to the company's products and business strategies. Finance is responsible for corporate accounting, taxation, treasury, operations, financial planning and analysis and accounts payable. Its associates are not only smart with numbers, they are visionaries as well, pushing those numbers forward to drive our various business divisions. We strive to grow our business aggressively within sound financial guidelines. Human ResourcesThe Human Resources Department is based on two primary pillars, the first focusing on the most effective ways to attract and recruit high-performance candidates, while the second pillar is responsible for the retention, compensation and ongoing development of all of our Associates. HR serves as a strategic partner alongside of Teligence's Management Team and Associates and is accountable for the overall effectiveness of its human resources, including ensuring appropriate organization structure, leadership and skill capability to provide for the achievement of the Company's mission and vision. The HR Department is divided into sub-teams, each one specifically responsible to deliver cost effective, value-added human resource management practices to our internal clients. The teams are: HR Advisory, Recruitment, Organizational Development, Corporate Communications and Compensation, Payroll & Benefits. Technical OperationsThe group consists of IT, QA and Operations. The Technical Operations group keeps the company's infrastructure running. It designs, deploys, manages, troubleshoots, and supports Teligence's extensive Information Technology infrastructure using leading-edge technologies and products. The IT team provides infrastructure support to our corporate environment including desktops, servers, security, and network management. This group is also responsible for infrastructure projects including the implementing of new technologies. Testing plays a critical strategic role in moving product quality upstream in the software development process, and emphasizes the quality throughout the product cycle. Our Quality Assurance department is reponsible for working closely with our development team to understand product requirements and functionality, design appropriate test plans and test cases to verify features and functionalities, and then identify bugs through systematic testing. In the course of their work, our testing team also identifies key business improvement opportunities and potential future projects. The Documentation team provides comprehensive support documentation used by many levels of the company for the purposes of project planning, software development, technical reference, and training. The Operations team is responsible for the ongoing implementation, management and support of our telecommunication network and remote systems, including the turn-up of new telecom facilities. These remote systems are located throughout North America and are supported remotely from our Vancouver office. MarketingOur products and services are constantly growing, with an expanding user base extending into more than 750 markets throughout North America. Marketing is responsible for ensuring that customers recognize our products by name and by quality. The team focuses on brand performance, competitive analysis, events and promotions, and the implementation of marketing plans designed to leverage our technology and products. Media & Marketing Production are responsible for the development of top-notch brand creative as well as media planning and buying. The team ensures that its unique creative reaches our target customers in order to maximize revenue from direct-response campaigns. This team strives to consistently surpass profitability goals by delivering on strategic objectives for all brands and services. We strive to be the brand of choice in all markets in which we choose to compete. Product ManagementThis team is key in integrating marketing and technology efforts. The Product Managers champion the design, development and implementation of innovative and high-quality features and functionality of our various communication products. They also work to identify new product ideas and present them for incorporation into our product groups. They are also responsible for effectively communicating new features and functionality across the organization. Program Management & Business AnalysisIn keeping with best practices, Teligence manages enterprise projects by using matrix-style project management. Experienced software development Project Managers team with a Business Analyst and work together on key projects from conception through to implementation. Using best of breed project management and documentation standards, this team plays a key role in ensuring the enterprise projects are successful. Purchasing & LogisticsThis team is responsible for the purchase and delivery of assets throughout the group. This team is responsible for ensuring the appropriate equipment is on site when it is required. The team is responsible for purchasing and managing assets across our remote locations throughout North Americas as well as in Vancouver. Software DevelopmentSoftware Development has five highly integrated development teams: Interactive Voice Response (IVR), Enterprise Management Systems (EMS), Reports, Web, and Data Architecture. Our proprietary IVR software, written in Parity's VOS, is integrated with our CRM/ERP system, Reporting and Web solutions through our Multi-Media Programmable switch. This switch runs on Microsoft's OS and a carrier-grade hardware platform. Our EMS development team maintains and enhances our CRM/ERP System. This system addresses our need to manage enterprise-wide data and customer interaction across multiple departments and business units, including payment processing, order fulfillment, billing and customer service. The Reports team enables management and business partners to effectively manage their business and product marketing by delivering more than 200 customized reports based on Actuate software. The Reports team provides the most effective platform for retrieving business information from corporate databases and delivering it as interactive web pages and spreadsheets in the form of reports to customers, partners and employees. The solutions developed by our Web team provide customers with the security and accessibility required for our organization to grow without having to invest in high capital overhead. This team is responsible for the design, development and maintenance of our corporate and brand web sites, including ecommerce capability. The Data Architecture team is responsible for the overall framework, availability, security, documentation and integrity of the data in the company's information systems. The Data Architecture team ensures that the company can fully leverage the data generated in all parts of the organization in order to make timely, relevant and cost-effective business decisions. TelecomTelecom plays an integral part in the expansion of services to new and existing market areas, by delivering a financially competitive and dependable voice and data network that allows us to react effectively to an ever-changing facility-based marketplace. Market research, that accurately defines lease facility costs, wide area (LATA) coverage, and real estate leasing costs, allows our Marketing department to maintain financial viability for the deployment of services in each region. The expansion of services in new and existing markets presents the need to build strong partnerships with network providers and local exchange carriers to deliver services in a quick and efficient manner. Through network design and system architecture, Telecom provides technical solutions and new products that enhance our network builds and delivery times to the marketplace. |
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