Career Opportunities: Senior Manager, Customer Service, Small Business Concierge and Client Relation Centre (60889)
Req ID 60889 - Posted 11/10/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with over 134 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Are you passionate about the customer experience and willing to do whatever it takes to make it great?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being a key player in evolving the customer experience for small business customers through data and performance insights?
The Bell Small Business Sales and Service organization is at the forefront in providing a seamless customer experience to our customers. In order to evolve the customers’ experience to world class status, we are looking for an experienced leader for the role of Senior Manager – Customer Service to lead the Concierge and Client Relation Center. This position reports to the Director - Customer Service.
If you have a proven track record of translating vision into action and creating a healthy and positive work environment for employees to allow them to achieve business objectives in a ‘serve to sell’ culture, we have the right position for you. We are looking for an individual with a heightened awareness and demonstrated ability to manage performance at the agent and leader level. If you have a compelling desire to win, this is a truly exciting opportunity where you will be able to leverage your strong leadership and customer service capability, and your belief in the strength of Bell’s Products and Services to win back customers every day.
Major Responsibilities/Accountabilities:
* Effectively lead, develop and motivate Team Leaders and agents using innovative coaching practices to achieve business indicators, with a focus on achieving customer experience goals through win backs and loyalty objectives to proactively optimize the customer needs in order to keep them happy and loyal.
* Probe on root cause of escalations in order to influence changes to policies and practices to better the Customer experience
* Translate business opportunities into precise coaching strategies for agents and leaders and support the Impact coaching program and accreditations
* Monitor and analyze results/reports to assess performance and identify performance gaps at both the individual, team, and centre levels; develop and implement solutions to resolve gaps to ensure balanced Leader and agent performance
* Build strategic and effective partnerships with key partners including Marketing, service delivery, Organizational Effectiveness Management (OEM) and Training Design/Delivery partners to identify and resolve potential and actual process/performance gaps
* Maintain a high level knowledge of the Bell’s Product and Services, marketing strategies, and the competitive marketplace in order to convey and communicate company’s orientation and initiatives in the marketplace
* Manage costs to meet financial commitments
Essential Skills and Abilities:
* Strong leadership skills with a proven track record in leading and motivating a large team of Team Leaders and Agents in a call centre customer care environment to achieve loyalty targets
* Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others
* Results oriented and thinks out of the box to incent and motivate agents and leaders to flawlessly launch win back campaigns
* Experience in applying Performance Management elements to create and foster a high performance culture across a large team
* Ability to nurture a strong and balanced loyalty and customer service orientation and strives and demonstrate a willing to coach leaders and agents to resolve customer issues effectively and in a timely manner
* Maximise the utilisation of new tools recently available for the Loyalty group
* Ability to motivate employees by adopting a human systems approach that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
* Exceptional organization and planning skills to deliver on business objectives and provide visible leadership to a large team
* Possess strong negotiation skills and the ability to confidently lead and inspire people through change in a fast paced and rapidly changing environment and marketplace
Qualifications:
* 5+ year experience leading large groups of managers and/or employees in a Care/ Loyalty/Retention or call centre environment
* Proficient in Microsoft Office applications
* Bachelor in Business Administration is an asset
* Bilingual
Additional Information:
Position Type: Management
Position Level: CP3
Job Location: Canada : Quebec : Montreal
Application Deadline: 11/21/2014
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: Canada, Quebec, Montreal
Req ID 60889 - Posted 11/10/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with over 134 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Are you passionate about the customer experience and willing to do whatever it takes to make it great?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being a key player in evolving the customer experience for small business customers through data and performance insights?
The Bell Small Business Sales and Service organization is at the forefront in providing a seamless customer experience to our customers. In order to evolve the customers’ experience to world class status, we are looking for an experienced leader for the role of Senior Manager – Customer Service to lead the Concierge and Client Relation Center. This position reports to the Director - Customer Service.
If you have a proven track record of translating vision into action and creating a healthy and positive work environment for employees to allow them to achieve business objectives in a ‘serve to sell’ culture, we have the right position for you. We are looking for an individual with a heightened awareness and demonstrated ability to manage performance at the agent and leader level. If you have a compelling desire to win, this is a truly exciting opportunity where you will be able to leverage your strong leadership and customer service capability, and your belief in the strength of Bell’s Products and Services to win back customers every day.
Major Responsibilities/Accountabilities:
* Effectively lead, develop and motivate Team Leaders and agents using innovative coaching practices to achieve business indicators, with a focus on achieving customer experience goals through win backs and loyalty objectives to proactively optimize the customer needs in order to keep them happy and loyal.
* Probe on root cause of escalations in order to influence changes to policies and practices to better the Customer experience
* Translate business opportunities into precise coaching strategies for agents and leaders and support the Impact coaching program and accreditations
* Monitor and analyze results/reports to assess performance and identify performance gaps at both the individual, team, and centre levels; develop and implement solutions to resolve gaps to ensure balanced Leader and agent performance
* Build strategic and effective partnerships with key partners including Marketing, service delivery, Organizational Effectiveness Management (OEM) and Training Design/Delivery partners to identify and resolve potential and actual process/performance gaps
* Maintain a high level knowledge of the Bell’s Product and Services, marketing strategies, and the competitive marketplace in order to convey and communicate company’s orientation and initiatives in the marketplace
* Manage costs to meet financial commitments
Essential Skills and Abilities:
* Strong leadership skills with a proven track record in leading and motivating a large team of Team Leaders and Agents in a call centre customer care environment to achieve loyalty targets
* Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others
* Results oriented and thinks out of the box to incent and motivate agents and leaders to flawlessly launch win back campaigns
* Experience in applying Performance Management elements to create and foster a high performance culture across a large team
* Ability to nurture a strong and balanced loyalty and customer service orientation and strives and demonstrate a willing to coach leaders and agents to resolve customer issues effectively and in a timely manner
* Maximise the utilisation of new tools recently available for the Loyalty group
* Ability to motivate employees by adopting a human systems approach that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
* Exceptional organization and planning skills to deliver on business objectives and provide visible leadership to a large team
* Possess strong negotiation skills and the ability to confidently lead and inspire people through change in a fast paced and rapidly changing environment and marketplace
Qualifications:
* 5+ year experience leading large groups of managers and/or employees in a Care/ Loyalty/Retention or call centre environment
* Proficient in Microsoft Office applications
* Bachelor in Business Administration is an asset
* Bilingual
Additional Information:
Position Type: Management
Position Level: CP3
Job Location: Canada : Quebec : Montreal
Application Deadline: 11/21/2014
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: Canada, Quebec, Montreal