Manager, Quebec Control Centre

Date: Apr 2, 2019

Location: Montreal, QC, CA

Company: Bell

Req Id: 233606 

 

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.

 

 

Using innovative operational theory, tools and techniques, the Field Services team provides installation and repair services for business and residential customers using the latest technology, including Fibre. The team ensures that Bell’s network, products and services are of the highest standard to offer customers the best possible experience.

 

The Quebec Control Centre team, which includes several groups, is part of the Field Services Operations Support team and supports more than 3,000 field technicians assigned to millions of customer visits each year. Their goal is to ensure an optimal balance between customer experience and operational efficiency.

 

The team is the backbone of Field Services and manages operations related to field staff workloads, focusing on:

  • Analyzing and implementing new initiatives to continue improving the group to deliver an enhanced customer experience 
  • Ensuring all customer commitments are met while achieving strategic imperatives
  • Supporting field staff with their day-to-day workloads, escalations and exceptions

 

The manager’s tasks will include supervising a team of clerical employees and managing the needs of internal and external customers to ensure business metrics are met. The candidate will be responsible for coaching and managing the performance of direct reports, as well as building relationships with external groups. The individual’s responsibilities will also include working with employees to ensure client requirements and critical timelines are met. The manager will be responsible for managing process improvement within the team, analyzing results, integrating product/process changes and having these changes adopted by direct reports. The manager is also required to oversee customer escalations. The position is particularly suited to those individuals who are independent and have a strong understanding of performance management and process management. With a strong focus on process improvement, data analysis will be a key task for this individual. Previous experience in the field and/or a call centre is a great asset.

 

Job Duties/Accountabilities:

  • Lead and support a team of Unifor clerical employees (15–20 employees): coach and supervise operations, dispatch strategies, development, presence at work and quality of work.
  • Manage ongoing improvement projects to continue to enhance service metrics, employee commitment and collaboration with our main partners.
  • Oversee the accelerated processes for escalations, especially for missed due dates (handling time, etc.).
  • Maintain business metrics, provide reporting, and perform analytics on business trends and changes.
  • Perform “on-duty manager” role outside regular working hours, including evenings, weekends and holidays (on rotation with other Control Centre managers).
  • Analyze data to understand results and drivers to identify weaknesses and recommend or lead process improvements.
  • Support cross-functional projects impacting the Control Centre team and implement strategic plans to continue to drive operations.

 

Critical Qualifications/Competencies:

  • Experience in people management or in workforce management
  • Bilingualism is required (English and French)
  • Strong leadership skills
  • Strong analytical skills
  • Ability to thrive in ambiguous situations and work with minimal supervision
  • Strong problem-solving and decision-making skills
  • Addresses situations proactively
  • Analyzes and reviews processes in order to simplify them and enhance the team’s efficiency
  • Collaborates with business partners to identify improvement opportunities
  • Highly motivated, proactive, self-driven, dynamic and results-oriented, with a desire to influence and promote change

 

Preferred Qualifications/Competencies:

  • Entrepreneurial mindset and desire to transform and improve operations
  • Knowledge of the provisioning and assurance process
  • Knowledge of Field Services processes
  • Proficiency in Microsoft Office, especially Excel and PowerPoint
  • Knowledge of Bell systems: FWFM, Click, BCRIS, Buzz, Cubes, SAS, etc.
  • Knowledge of Control Centre and related processes
  • Call Centre knowledge (performance metrics management)
  • Control Centre and/or BTS operations experience, an asset

 

If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team!

 

Working Conditions

  • Regular business hours; the manager may be asked to work weekends, evenings (on rotation) and/or end shift at 7 p.m
  • Control Centre hours of operation are 6 a.m. through 9 p.m. Monday to Friday, and 8 a.m. through 7 p.m. Saturday and Sunday
  • Hours of operation are subject to change based on business needs

 

Bilingualism is required (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 : Quebec : Montreal 
Application Deadline: 04/26/2019 

 

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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