Team Leader, Loyalty

Date: Nov 29, 2018

Location: Scarborough, ON, CA

Company: Bell

Req Id: 220476 

 

Bell is a truly Canadian company with a 138 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.

To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.

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.

An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our  Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.

 

Reporting to the Senior Manager, Partner Performance, you will be responsible for leading, coaching and motivating a team of Inbound BRS Loyalty employees. 

 

The successful candidate will be primarily focused on coaching and developing agents on their team to achieve objectives and drive results. This will be done by call listening to understand agent’s behaviors, analyzing and following up on results and compliancy reports, and identifying training and development opportunities. The incumbent will also be expected to identify opportunities to drive operational excellence through improved processes, customer experience and agent performance.

 

Responsibilities:

  • Motivate, support, develop and coach a team of tenured inbound BRS loyalty employees
  • Analyze team and agent results in order to identify trends and opportunities with the ability to turn this information into an actionable plan
  • Manage Absenteeism and Performance objectives
  • Recommend and implement innovative solutions to improve customer experience and employee satisfaction
  • Participate in team projects, pilots and trials
  • Liaise with all departments to ensure customer service requirements are met and maintained
  • Prioritize and manage tasks in a fast paced environment respecting deadlines
  • Facilitate and lead in change management

 

Critical Qualifications/Competencies:

  • Experience in a Customer Service Call Centre, preferably management level
  • Proven experience managing and motivating a team of unionized agents
  • Results oriented with proven ability to drive results by working with and through a team
  • Analytical ability to interpret reports and turn into actionable plan with seamless execution
  • Excellent leadership skills with strong focus on motivating a team
  • Excellent communication, presentation and interpersonal skills.
  • Ability to manage simultaneous and sometimes competing priorities in tight timelines
  • Innovative and creative
  • Experience in telecommunications industry.
  • Strong negotiation, conflict resolution and relationship building skills.
  • Advanced MS Office skills: Word, Excel and PowerPoint
  • Knowledge of problem solving techniques and strategies
  • Able to prioritize and schedule work to meet deadlines while maintaining the quality of service delivered

 

Bilingualism is an asset (English and French)

 

Additional Information:

Position Type: Management
Job Location: Canada : Ontario : Scarborough
Application Deadline: 12/14/2018
 

Please apply directly online to be considered for this role.  Applications through email will not be accepted.

 

Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

 

Created: CanadaON, Scarborough

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