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.
Name and description of the hiring department:
The Field Performance and Operations team, within Bell Residential Services Sales and Distribution, supports the Field Sales team to execute the selling components. The successful execution of these components enables Bell to enhance the quality of our triple play products (phone, internet and TV), as well as the number of customers who chose Bell as their telecommunications service provider.
The Field Performance and Operations team is presently recruiting an experienced Quality Specialist who will support the Field Sales team through quality of new offer, product, rep knowledge/education and pricing launches. There will be frequent interfacing with multiple cross functional partners. Key deliverables include:
- Management of the Field Sales Quality team
- Effective partnering with others departments to drive performance and resolve issues/road blocks.
- Effectively resolve customer escalations
- Communicated and Measure Field Sales Quality standards
- Inspect partners/vendors for Quality standards/Development
- Management of our Live Order Entry Process at Nordia
Job duties / Accountabilities:
- Liaise with various internal offer/product teams to obtain project information and details
- Manage Quality rep call center, provide training and development to support all internal and external reps-approximately 1300 reps
- Quality controls and measures
- Drive Quality initiatives
- Prepare and distribute reporting / scorecards on key Quality metrics
- Flexibility to address and resolve complex issues
Essential skills / Competencies:
- Strong leadership, training, quality and coaching skills
- The ability to effectively handle multiple, high priority tasks, at the same time
- Strong and confident independent thinker
- Exceptional communication skills, both written and verbal
- Ability to explain complex terms and business language in understandable terminology
- Exceptional time management skills
- Exceptional project management and organizational skills
- Demonstrated ability to develop an environment which inspires employee involvement and teamwork
- PC Proficient – MS Office, Windows environment
- Previous experience working with our external partners
- Bilingual in English and French
- Previous management experience
Preferred skills / Competencies:
- Strong interpersonal skills – someone who enjoys having fun in a fast paced and dynamic environment
- Strong knowledge of Bell’s ordering, installation and billing systems and processes
Working Conditions:
The job requires employees that are flexible in hours of operation and are willing to put the time into the job to provide our customers with top quality of service
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 03/25/2015
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.
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Created: Canada, ON, Toronto