Manager, Network Operations
Req Id: 427078
Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we’re building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.
We believe in empowering people. That’s why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms what’s possible, you belong on #TeamBell.
On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.
At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
Summary
This role is responsible for leading, developing and motivating a team of Tier 2 and Tier 3 Voice and Contact Center Engineers. As a member of the Bell Canada Managed Services team, you are responsible for managing your team to meet our clients contracted Day 2 support Service Level Agreements (SLA) by ensuring your teams efficient and coordinated delivery in line with Bell policy. This role is supported by and reports to the Senior Manager, Operations Support.
You will manage and direct the Technical Support Engineers on a variety of Voice/Unified Communications and Contact Centre Technologies. You will ensure compliance with established process and procedures and represent the company as a single point of contact representing the operations team in a tactical delivery role.
Key Responsibilities
- Manage, coordinate, and direct resources as required to meet schedules and goals, and client contractual obligations and requests
- Engage with 3rd party vendors and support vendor management initiatives
- Work with cross functional teams: Service Assurance, Sales, Project and Engineering to ensure seamless delivery to client
- Work with onsite and remote staff as applicable and other members of the team in the delivery of voice and contact center services
- Remove roadblocks and ensure team accountability in escalations through to final resolution
- Work with assigned Service Management resources to effectively manage communication and messaging to the client
- Create and maintain a high performance culture within team
- Understand the complexity of the technical infrastructure serviced by the team in addition to awareness of the process, technical expertise and organizational structure of partner work groups and their related interdependencies
- Direct teams adherence to Health and Safety regulations and procedures as required
- Recruitment and development of resources as required
Critical Qualifications
- 3-5 years of experience working in a Voice/Unified Communications and Contact Center operations environment
- Experience in Avaya or Cisco VOIP systems, Communications Manager, IVR’s, Voice Mail, Workforce Management and Call Center technologies
- 3 or more years of people management and proven team leadership experience
- Experience with leading and directing in a unionized environment would be an asset
- Ability to work in a fast paced environment putting the customer first
- The ability to work with minimal supervision, self-motivate, take ownership of an area of operations, identify issues and deliver operational results
- A bias for action and sense of urgency- the ability to not only plan and delegate, but to lead and/or take the initiative to ensure that actions and projects are on track
- Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
- Strong problem-solving, conflict resolution, customer-orientation and organizational skills
- Rotational On Call for support
- Knowledge of ITIL an asset and Professional/Technical accreditation or certification in Telecommunications would be an asset
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : New Brunswick : Saint John || Canada : New Brunswick : Moncton || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 03/17/2026
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter or recruitment@bell.ca to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
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Created: Canada, NB, Saint John
Bell, one of Canada's Top 100 Employers.