Req Id: 73273
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.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
The Ontario Control Center Team consists of multifunctional teams that are situated together including dispatch, Assignment and Test. Their goal is to improve due-date resolution, meet our customer commitments and to assist Field Technicians to deliver better service to our customers.
Job duties/accountabilities:
The Associate - Control Centre is responsible for coordinating the completion of provisioning and assurance work or service orders done by technicians. This includes a responsibility for building daily work loads and schedules through coordination with various departments. The Associate ensures that service is provided to external or internal customers on a timely basis. She maintains and updates several databases as well as prepares statistical and tracking reports.
- Coordinating the completion of provisioning and assurance work or service orders done by technicians
- Building daily work loads and schedules through effective coordination with various departments
- Ensure service is provided to external or internal customers on a timely basis
- Ensure all orders are accurate and completed at customer due dates
- Prioritizes and releases orders to appropriate technicians based on experience level, availability and assigned territory
- Records order completion details
- Relays problems causing delays to both the customer and various departments involved
- Inbound and outbound call handling to direct external customers, Field Managers and Technicians
- Escalate on due dates Optimizing force (Technicians) to load (Tickets) on due date by partnering with Jeopardy Handling Associates
- Internal escalation of service jeopardy conditions (missed appointments, force to load unbalance)
- Meeting & exceeding targets (renegotiating appointment offerings on due date, missed appointments on due date)
- Tracking and escalating all escalations and follow through to external customers up to completion
- Ensure all escalations for next day are ready for load on due dates
- Verify orders for accuracy and completeness and ensure availability of equipment and material
- Coordinate with all involved departments to ensure due date can be met and advise customer of the due date
- Appropriate technician and equipment are assigned for completion of orders
- Review and finalize loads by ensuring equipment and material have arrived, all access information is available and due date has not changed
- Negotiate new due date when completion date is compromised by various problems
- Ensure technician safety by keeping track of their location at all times
- Answer requests from various departments
- Through various systems, maintain and update several databases
- Coordination of activities which are under time restriction
- Unpredictable work load
Essential skills/competencies:
- Customer focus (previous experience with internal and external customers)
- Strong telephone etiquette
- Excellent communication skills (including assertiveness and influencing others)
- Ability to thrive in a quick paced environment and work well under pressure
- Strong problem solving and decision making skills
- Flexibility and adaptability in an evolving position
- Strong time management skills to re-prioritize workload and the demands of internal/external customers continuously under time restrictions to meet
- Ability to educate and persuade internal/external stakeholders to partner on delivery of timely service to our customers
Preferred skills/competencies:
- Call Centre experience
- Strong Dispatching experience
- Intermediate PC skills (Outlook, Word, Excel, PowerPoint)
Working conditions:
- Hours of operation is 7/24,365 days; including weekends and holidays
- Shift /schedule flexibility
- Call Centre environment
- Work Force Management environment
- Based on business needs hours of operation are subject to change
BCE:WKP #feature
Additional Information:
Position Type: Union
Job Location: Canada : Ontario : Mississauga
Application Deadline: 04/07/2015
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