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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.
The Bell Residential Services team is in the business of enabling customers to connect with people, information and entertainment by delivering integrated products and service experience for consumers while enhancing our competitiveness in the marketplace. The team provides customers with Bell Home phone, local and long distance services, Bell Internet, Bell Satellite TV and amazing new technologies such as Bell Fibe TV.
We are looking for energetic people, who bring with them creative yet analytical thinking, and the ability to adapt rapidly to change. The primary objective of the Upsell team is to optimize revenue by maximizing all conversations with existing customers to ensure that every customer is aware of all of the value Bell has to offer and that they get the most out of their Bell services.
As a specialist on our Upsell team, you will be expected to manage a broad range of projects simultaneously including but not limited to the performance management of the Upsell portfolio, the customer contact channel teams, weekly results reporting for all portfolios, coordination and development of agent communication tactics, managing strategic hype campaigns, partnering with the operations team to maximize blueprint effectiveness, as well as assisting in trend analysis.
The right candidate must be comfortable with both, relationship management in cross functional teams, Project Management to push forward key initiatives as well as data manipulation in order to provide insightful and relevant analysis to support as well as develop in depth strategies. Attention to detail is critical as the Upsell sales & distributions specialist is a key player in executing strategies and rolling out campaigns to our call centre representatives as well as managing high profile project launches.
Job Duties/ Accountabilities:
- Develop, recommend and implement new upsell strategies to attain and improvement on net revenue per call
- Interface with customer contact channel, operations and marketing partners to review upcoming offers and strategies.
- Prepare training program strategies, scripting and positioning for customer contact representatives
- Monitor, analyse, and report weekly results while monitoring the overall performance of the portfolio
- Perform ad-hoc analysis on existing base to identify opportunities within the channel to drive improved net revenue per call
- Interface with operations team to maximize blueprint effectiveness
- Evaluate the effectiveness of representative contacts to leverage key performance opportunities
Critical Qualifications/Competencies:
- University degree in a relevant discipline (i.e. Marketing, Business or Finance)
- Strong interpersonal skills and team focus, with ability to lead and work within immediate, extended and multi-disciplinary teams
- Superior analytical skills and comfortable with managing data
- In-depth knowledge of Excel and proficient in MS Office applications
- Highly motivated, proactive, self driven, dynamic and results-oriented
- A passion for creativity and innovation - the ability to recognize new opportunities and incorporate new ideas
- Sound analytical, problem solving and decision making skills
- Excellent written and oral communications
- Easily adapts to change
- Strong ability to work on a number of deliverables concurrently
- Team player
Preferred Qualifications/Competencies: Bilingual an asset
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 12/10/2014
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, ON, Toronto