Dispatch Agent

Date: Apr 10, 2019

Location: Montreal, QC, CA

Company: Bell

Req Id: 233870 

 

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.

 

 

Job title: Dispatch Agent - Evening and night shift

Job location address: 600 Jean-Talon Est, Montréal Qc.


 

Name and description of the hiring department:

The Quebec Control center’s mission is to ensure the delivery of our business and residential customer appointments on installation and repair services while offering a high quality experience. The associate of the control center in the night shift team has the mandate to take over all the teams of the control center by ensuring the management of regular or urgent dispatches of technicians, during irregular hours, which are in the evening, at night and all day on weekends and holidays.

This is an evening and night shift position.

 

Job Duties / Accountabilities:

  • Management of dispatches / emergency calls for different technologies for the Bell Quebec and Bell West territories
  • Ensure tight follow-ups and coordinate interventions between different departments
  • Refer escalations when necessary
  • Perform technician safety tracking outside normal hours and escalate unanswered calls to the right stakeholder
  • Track delays in the Time to Resolution (TTR)
  • Escalate to duty managers of field services for difficult dispatches
  • Ensure a constant response on the queue
  • Manage Bell Garage Alarms (access control)
  • Regular verbal communications with technicians
  • Production of various reports

 

Essential Qualifications / Competencies:

  • Bilingualism is required French and English
  • Great multitasking ability and team spirit
  • Ability to handle conflict situations
  • Ability to cope with ambiguity and manage exceptions
  • Ability to work under pressure and adapt quickly to changes
  • Diplomacy and  tact
  • Customer orientation
  • Recognized ability to handle multiple tasks at the same time
  • Being proactive and not afraid of taking risks
  • Leadership and rapid decision making
  • Excellent communication skills

 

Preferred Qualifications / Competencies:

  • Repair ticket dispatch skills
  • Good knowledge of following systems: CLICK, FWFM, TWI, BCRIS, TIMNG, Action, Outlook
  • Knowledge of the Field Services
     

Working Condition:

  • Possibility to work five days per week
  • Monday to Friday from 4:30 pm to 7:30 am
  • Saturday and Sunday from 00:00 to 11:59 pm
  • Holidays from 00:00 to 11:59 pm

 

Bilingualism is an asset (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: 04/22/2019 

 

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

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