Manager, test center

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

Reporting to the Senior Manager, Test Centre, you will be responsible for leading, coaching and motivating Vendor Operations (both onshore and offshore) for Bell Residential Technical Call Centers. This is a great opportunity for someone who is resilient, problem-solver, analytical and a people leader. The individual will be required to optimize and support operational performance, provide insights, execute on new/current business activities.

Job Duties / Accountabilities:
Manage and develop tactics for performance objectives and key metrics on scorecard

Effectively lead, motivate, coach team leaders, operational managers, agents at our various partner locations using proven techniques to drive success

Recommend and implement innovative solutions

Liaise with other departments such as business process, WFM, project team to resolve process gaps and drive partner performance

Build a relationship with Partner teams to create efficiency and consistency

Analyze results in order to identify trends

Prioritize and manage tasks in a fast paced environment respecting deadlines

Facilitate and lead in change management

Keep self and Vendor Partners up to date on all current processes & procedures

Critical Qualifications/Competencies:
Experience in Call Centre with strong leadership and analytical abilities

Innovative and creative with focus on results

Excellent communication, presentation and interpersonal skills

Self-starter with ability to think out of box and demonstrate authenticity through respect in all modes of communication

Proven experience managing staff, ability to work under strict time frames

Experience in telecommunications industry

Advanced MS Office skills: Word, Excel and PowerPoint

Knowledge of problem solving techniques and strategies

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.

Additional Information:
Position Type: Management

Job Status: Regular – Full Time

Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal

Flexible work profile: Mobile

Application Deadline: 08/11/2022

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference – we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].

Created: Canada, ON, Toronto

Bell, one of Canada’s Top 100 Employers.