Field Services

Manager, Test Center

Req Id: 255973 

 

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 Location: Montreal, Ottawa, or Hamilton

 

Are you always thinking of newer, better ways of doing things?
Are you self-motivated with an interest on developing new strategies?
Do you crave action?
If your answer to those questions is an enthusiastic “yes!” then you may be the person we’re looking for to join our team!

 

The Field Operational Support team is seeking for an innovative and dynamic candidate to lead the Test Center Workforce Support team. 

 

Job Duties and Accountabilities:

  • Management of daily ticket load and service level for all Test center customers in Ontario, Quebec, Atlantic and MTS
  • Play an active role in the management of staffing and service level commitments with external partners
  • Manage allocation of calls strategy between onshore and offshore partners to keep financial targets in check
  • Monitor payroll validation and time correction for all technicians
  • Ensure optimal capacity through schedule updates 0-10 days as well as a collaborating with the scheduling team weekly for long term scheduling
  • Deliver on quality checks for all associates in partnership with the RA to ensure targets are being met
  • Participate in the plan of the overall forecast for Test Centre 
  • Participate in Operations review meetings with senior leadership and discussion of performance results 
  • Foster culture of learning and collaboration with various teams to deliver change
     

Critical Skills and Abilities:

  • Previous workforce management/Call center/Partner Management experience 
  • Previous experience in analysis and reporting of business performance results
  • Demonstrated ability to effectively engage and influence people to achieve desired outcomes 
  • Excel at critical thinking, with ability to turn data into intelligence to align strategy with business needs
  • Ability to work in a fast paced environment and manage multiple projects through effective prioritization
  • Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions
  • Strong written and verbal communications skills
  • Ability in developing and maintaining strong, cooperative relationships with senior leaders and functional managers
  • Tolerance for a high pressure environment
  • Degree or diploma complemented by significant business experience (minimum of 2 years post graduate)

 

Preferred Qualifications:

  • Knowledge of IEX, SAP, Avaya, IVR and/or SAS a strong asset
  • Experience in driving change
  • Experience in project management
  • Bilingual (French & English)

 

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 : Hamilton || Canada : Ontario : Ottawa || Canada : Quebec : Montreal 
Application Deadline: 07/06/2020 

 

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

 

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