Req Id: 63654
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.
Information on Division
Within the Bell Business Markets, the Service Operations team has the overall accountability to manage the service assurance (after sales support) experience of our business customers. Our Service Desk business model is highly customer centric and is primarily intended to provide a Single Point of Contact ("SPOC") for our customer’s various products and services.
This seamless approach to customer service has been a key factor in achieving industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new solutions.
The role:
We are looking for a dynamic individual to support the Bell Business Markets Service Operations team. This leader is responsible to ensure the customer’s service level objectives are being met, lead initiatives within the business plan and provide ad-hoc support. Achieving these objectives requires a results oriented individual, who is capable of managing large unionized teams within the business unit. This leader has the overall accountability for managing a large team of experienced CEP – Craft and Clerical employees, who ultimately own the Service Assurance (after sales support) customer experience, manage trouble incidents, escalate when necessary, monitor, and communicate resolutions. The team manages complex deals which include SLAs/SLOs and unique repair business processes. New deals, customers, and processes are constantly being introduced within this team.
Job Duties/Accountabilities:
- Provide leadership and direction to front line staff managers who are ultimately responsible and manage a 7/24/365 team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance after sales support needs.
- Expand the business beyond today and tomorrow - Accountable to simplify the customer’s after sales support experience.
- Sell ideas, concepts and strategies to all levels within the organization through understanding of the internal/external clients’ business, plans, and strategic objectives.
- Mobilize the organization to execute on our strategic imperatives by clearly defining the operational plan.
- Maintains high level knowledge of service assurance business processes.
- Supervise and manage the overall performance and development of all staff within the business unit. Identifying problems, creating choices and providing alternatives courses of actions.
- Interface with various internal and external supplier. Build and maintain strong relationships with all vendors in the portfolio to ensure they deliver on business and customer requirements.
- Accountable for overall management of workload and scheduling across the various Service Desks.
- Analyzing, reporting, giving recommendations and developing strategies on how to improve customer service quality while optimizing productivity.
- Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions to meet business requirements
- Involved in employee selection, career development, succession planning and periodic training.
- Foster an environment where employees look forward to coming to work each day, enjoy the challenges and work as a team.
- Interface and collaborate with various local Union Leaders on initiatives, grievances, Arbitration, Collective Bargaining agreement discussions, etc.
- Manage union grievances, presence at work, medical cases with provider, and various employee concerns.
- Establish and maintain professional and productive relationships with various internal departments. Provide input and support to various internal teams during the introduction of new deals. Participate to introduce new customers into the Service Desk. Work with internal teams, partners and suppliers to establish, communicate and manage expectations.
Critical Qualifications/Competencies:
- Strong pragmatic problem solving skills with deductive reasoning capabilities
- Strong interpersonal skills
- Genuine desire and ability to lead, coach and develop employee talent
- Able to develop and ensure the delivery of a business plan
- Ability to think and present ideas abstractly and concisely
- Excellent communication skills (written and verbal) and ability to tailor to various audiences
- Solid understanding of telecommunication industry, including competition, technology, products and regulatory issues
- Working knowledge of core operations processes & service organizations
- Proven consulting, communication, negotiation and presentation skills at technical and executive level.
- Budget and financial acumen
- Very organised and aptitude for coordination of initiatives across many teams
- Recognized leader with clear track record of using teamwork to create competitive advantage
- Proven customer management skills
Preferred Qualifications/Competencies:
- Minimum of 5+ years of relevant or equivalent experience (Service Assurance background experience if possible)
- Business, Engineering university degree, or equivalent experience
- ITIL certification or a solid understanding of the ITIL methodology.
- Advanced understanding of key Bell operational processes (Service Assurance and Service Provisioning, etc)
- Strong knowledge of Voice, Data and IP business solutions
- Strong knowledge of IT/Application support
BCE:WKP #Feature *LI-AG
Additional Information:
Position Type: Management
Position Level: CP3
Job Location: Canada : Ontario : Mississauga
Application Deadline: 01/16/2015
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, Mississauga