Customer Care and Call Centre

Associate Control Center

Req Id: 272206 

 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.
 

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, 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.

 

 

Name and description of the hiring department:

The Control Center team plays a central role in the delivery of repair and installation services for our business and residential customers. Within our various dynamic groups, a stimulating and enriching atmosphere allows us to surpass the quality of our customer service day after day.

 

What differentiates us from other companies: competitive salary, retention and advancement opportunities, continuous training, a healthy and diversified work environment, mentoring and easy access to public transit.

 

Our 7 different teams have the following mandate:

  • Forecasting: Planning and forecasting of external resource requirements
  • Dispatch: Optimizing the workload of residential and small business technicians by meeting customer appointments
  • Exception Viewing and Manual Handling: Ensuring the highest quality of installation orders and managing exception cases associated with uncompleted orders
  • Customer Resolution Team (CRT): Handling calls from internal Bell departments and technicians related to dispatch and customer experience
  • Intraday management: Ensuring the presence and adherence of Control Center assistants, planning schedule changes while ensuring that the service levels of supported groups are respected
  • Specialized markets: Optimizing the workload of specialized technicians (Business and Central offices) and ensuring health and safety screening
  • Wireless: Working with partners to meet customer appointments for residential wireless services

 

Job Duties / Accountabilities:

  • Distribute tasks and workload
  • Ensure specific tasks are assigned to technicians with the required skills
  • Prioritize orders and estimate the required turnaround time
  • Provide support to technicians
  • Ensure a close follow-up of tasks to avoid customer failures or delays
  • Follow-up with customers
  • Follow-up on technician compliance with work procedures
  • Refer special cases to the appropriate stakeholders
  • Analyze tasks coded by technicians
  • Contact clients to keep them informed of cases and reschedule appointments as required
  • Oral and written communications with various internal and external stakeholders

 

Essential Qualifications / Competencies:

  • Proficiency without any major restrictions (French/English)
  • Ease with technology
  • Good knowledge of the Office suite (Word, Outlook, Excel)
  • Ability to handle multiple situations simultaneously
  • Ability to work under pressure and adapt quickly to many changes
  • Autonomy and rapid decision-making
  • Developed team spirit
  • In-depth analytical capacity
  • Good communication skills (interpersonal relations)
  • Customer focus
  • Diplomacy and tact

 

Preferred Qualifications / Competencies:

  • Knowledge of Bell products and services
  • Understanding the external network (copper, fibre, wireless)
  • Knowledge of the various operational groups in the Control Center
  • Experience with Bell systems

 

Working Conditions:

  • Possibility of five days a week, Monday to Friday between 6:00 am and 9:00 pm and Saturday and Sunday from 6:00 am to 7:00 pm
  • Must be available 7/7
  • Limited vacation & discretionary leave during the summer period

 

Job location address: 600 Jean-Talon St E, Montreal QC

 

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

 

Additional Information:

Position Type: Union 
Job Status: Temporary - Part-Time
Job Location: Canada : Quebec : Montreal 
Application Deadline: 10/25/2020 

 

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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

 

Created: CanadaQC, Montreal

 

Bell, one of Canada's Top 100 Employers.