Senior Manager, Customer Service

Summary

The BBM Wireless Team seeks a strategic, analytical, and self-driven Senior Manager to transform the customer experience, enhance activation rates, and lead the national ordering and distribution of wireless and IoT devices. The successful candidate will manage key contact centre operations, working directly with customers, Sales, and internal stakeholders to ensure a prompt, flawless experience. Key accountabilities include driving agent performance, executing programs for efficient national device ordering, activation, and distribution, and conducting deep dives into agent performance, competitive landscapes, and customer satisfaction drivers. Reporting to the Director, Client Experience and Service Operations, you will work closely with Sales, Strategic Pricing, Supply Chain, and Transformation teams. This role offers an excellent opportunity to leverage strong leadership, analysis, vendor management, contact center operations, and program execution skills within a dynamic, fast-paced environment.

Key Responsibilities

• Achieve and exceed customer service objectives aligned with organizational goals.
• Coach and manage direct reports and external vendors to optimize sales, quality, service, and support for Bell Business Wireless and IoT customers.
• Manage capacity and service levels to ensure optimal customer service metrics.
• Collaborate effectively with stakeholders (product, marketing, WFM, analytics, finance, quality) to drive optimal results and performance.
• Monitor and strategically evaluate Contact Center capabilities and performance against industry best practices, identifying and implementing innovative improvements.
• Drive operational enhancements to position Contact Centers at the forefront of exceptional service and sales delivery, fostering innovation.
• Define and execute a future-state business strategy that complements Bell’s sales and service model to surpass contact centre performance objectives through strategic vision and innovative approaches.

Critical Qualifications

• Extensive experience managing Contact Centre operations.
• Proven track record in defining strategic business objectives and executing operational changes that achieve desired performance outcomes, including successful implementation of innovative strategies.
• Dynamic customer care leader with demonstrated expertise in customer experience and a history of delivering exceptional business results.
• A visionary "change agent" with execution expertise, capable of challenging the status quo and leading transformation from "good" to "great" through innovation and creative problem-solving.
• Advanced analytical skills for thorough idea evaluation, cost/benefit analysis, forecasting, planning, and budget management.
• Experience in managing external vendor partnerships.
• Broad business acumen coupled with strong leadership as well as coaching and people development skills.
• Strategic and tactical partnership capabilities, serving as a critical member of the Management Team with demonstrated collaborative skills across all functional groups.
• Exceptional writing, communication and presentation skills.
• Proficiency in MS Project, Word, Excel and PowerPoint, JIRA

Preferred Qualifications

• University Diploma in a related field
• Good understanding of financial management principles
• Knowledge of Telecom and Wireless domains
• Integrated use of Artificial Intelligence in daily tasks
• Bilingual (French and English)