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.
Corporate Groups offers best practice services to support the organization, including Finance, Legal & Regulatory, Brand, Corporate Services – including HR, Communications, Real Estate, Security and Procurement & Value Creation.
As the Human Resources Generalist, Customer Operations, you will report directly to the Associate Director – Human Resources, . Your mandate will be advising and supporting local managers on the non management performance management level and be responsible for all initiatives regarding employee relations.
You will also have an important role in the development of practices and processes having to do with work relations. As well, you will be required to assist management in developing and implementing solutions through culture, processes and best practices while ensuring compliance of all internal policies and Federal/Provincial laws.
It is important that the successful candidate be able to:
- Recommend and execute on specific initiatives, such as performance management, disciplinary and administrative management
- Provide guidance to support the year end and mid-year non management review process
- Manage day to day HR Specialists activities along with providing coaching development and performance management to managers on their direct reports
- Propose, implement, and communicate changes of Call Centre policies and procedures to Call Centre employees
- Coach and oversee employee relations issues, assisting local management to make decisions and recommendations
- Directly run non management workplace investigations
- Act as the primary interface with non management employees on most HR issues
- Uphold Call Centre policies that increase retention rates and foster coworkers morale and engagement
- Review involuntary separations to ensure appropriate practices were followed and the decision making process is just
- Conduct management training activities on the Call Centre’s process for performance management, administrative and disciplinary measures management, and on the performance management process
- Work collaboratively with other HR Specialists and Corporate HR departments to optimize processes, communicate and collaborate initiatives across Customer Operations Call Centres
- AdHoc projects/reporting as required
The successful candidate will have call centre management and/or human resource management experience, willing to work in a hands-on manner which will be necessary to build credibility and knowledge within the organization. Finally, the candidate will possess excellent interpersonal, communication and operational skills.
Qualifications:
- Post secondary education (preferably in Human Resources Management)
- Experience working in a Call Centre environment
- Management, human resources and/or labour relations experience
- Proficient with several applications; Word, Excel, Powerpoint, Access, SAP, call centre monitoring tools, etc.
Skills Required:
- Strong ability to communicate (orally and in writing) as well as during presentations
- Ability to influence others, including skills in negotiation and conflict resolution;
- Excellent organizational and planning skills
- Analysis, summarizing and solution recommendation
- Excellent ability to prioritize, capacity to work under pressure and capacity to adapt to constant interruptions and priority changes
- Ability to get to demonstrate strong analytics (root cause analysis) when dealing with processes and recommendations
- Good listening skills
- Able to transfer knowledge
- Able to develop relationships with Team Leaders and to follow-up with them on outstanding issues
- Strong team player
- Bilingual an asset
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto
Application Deadline: 03/17/2014
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