Senior Manager, Control Center National Assignment Team, Field Services

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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.

The Field Services Control Centre team is made up of cross-functional teams dedicated to provisioning and service assurance. It ensures that all appointments are met by coordinating and dispatching all orders for technicians, for Quebec. The main reason for this position is to ensure our commitments are met and to offer the best service possible to customers. It provides an opportunity to work in a dynamic environment, where the emphasis is on the delivery of service to our field technicians in Quebec.

Reporting to the Director, Control Centre, the Senior Manager will lead a team of operational managers who are responsible for managing the offerings and thresholds for our customer appointments and dispatching the technicians to meet our customer commitments. You will be responsible for 2 functions. One being the DD-1 & Capacity Management Team, which provides real-time and future calendar management for Residential Voice, Internet, TV and Business tickets for the Control Centre. The other function is the Dispatch team who manage the Residential Voice, Internet, TV and WHI workload and maintaining our service levels for our customer.

You will have to work closely with other Field Services managers and with the other Control Centre teams. You should have strong staff management skills and contribute to achieving Bell Canada’s strategic imperatives.

Key responsibilities:
Lead a team of ~100 employees.

Lead a team of DD-1 & Capacity managers for Quebec.

Lead a team of dispatchers who manage our load and ensure we get our tickets out for the day.

Meet or exceed service indicators (SDND, ALPL, SD Bus, SP calendar offerings).

Maintain and improve service and quality, build & implement workforce management tactics and process transformation initiatives

Work closely with the various support teams (project, process and training) to develop and implement work methods and respond to ongoing changes in the organization’s priorities.

Be responsible for manager coaching and development.

Manage and supervise escalations.

Manage productivity improvement initiatives and processes that impact operational teams.

Create and execute strategies for communications plans and change management.

Develop relationships with external departments and work in collaboration with colleagues and the client’s senior management team.

Ensure effective performance management, and direct and supervise staff development.

Anticipate opportunities and potential solutions, and lead cross-functional teams through the problem-resolution process.

Remove obstacles blocking or slowing down teams.

Help to develop methods, tools, templates and training activities that support client programs.

Work with management to support the development of employee competencies.

Essential skills and competencies:
Minimum of three years of experience in staff management.

Results-oriented, with the ability to generate results in a consistent manner.

Strong leadership skills: ability to listen, influence and establish relationships.

Ability to make the right decisions quickly, particularly in highly stressful situations.

Ability to adapt easily to an ever-changing environment.

Oral presentation and written communication skills.

Ability to set priorities, meet deadlines and find ways to continually improve the district’s daily activities.

Ability to work independently with minimum supervision.

Analytical: able to use data to identify opportunities for performance improvement, understand trends in results and assess the costs and benefits of potential solutions.

Excellent knowledge of office software (Outlook, Word, Excel, PowerPoint).

Preferred qualifications and competencies:
Working knowledge of Field Services.

Experience in the operations of telecommunications networks, including expertise in the service provisioning and service assurance areas.

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:
Position Type: Management

Job Status: Regular – Full Time

Job Location: Canada : Quebec : Montreal

Flexible work profile: Mobile

Application Deadline: 08/12/2022

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, QC, Montreal

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