Req Id: 73949
Bell is a truly Canadian company with a 134-year track record 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.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
Description:
The Back Office is currently seeking applicants for the position of Team Lead, to join its leadership team in Montreal. The Back Office supports critical provisioning activities for the Bell Residential customer segment, intervening when systems and processes break down to ensure flawless completion of the ordering experience. It is a critical part of the customer on-boarding experience. As part of this mandate, it also helps to drive strategic investments into the BRS ordering eco-system, helping to facilitate the long term sustainability of the business through the challenges of the telecommunications industry
The Team Lead position will be principally responsible for managing and driving results at the agent level. S/he will be expected to work closely with the rest of the management team in identifying areas of opportunity for kick out reduction and process optimization. If you are a curious problem solver, enjoy working in a team, and thrive in a fast paced environment, then this is the team for you!
The ideal candidate should have experience working in the telecommunications sector. Bell specific experience would be an asset, particularly with IT systems and provisioning processes. A self starter who is willing to learn and evolve with the business, they should have an insatiable drive for continuous improvement and innovation.
Job duties / Accountabilities:
- Understand the principal drivers behind our daily workload, identifying root cause for fluctuation, and investigating areas of opportunity for workload optimization.
- Partner with IT, project management, WFM and/or other teams to proactively eliminate/resolve issues that prevent completion of workload.
- Help manage Back Office processes, designing work streams to accommodate for new work and maintaining existing portfolio in the midst of changes in the system/process ecosystem Constantly question the status-quo to ensure processes are still valid in our fast paced environment
- Coach, develop and motivate Back Office representatives to meet and exceed customer and business expectations
- Analyze employee performance and administrative reports, assess performance goals, and identify gaps; coaching to performance
Essential Qualifications / Competencies:
- University degree in Engineering, Mathematics, or Business administration, or comparable experience
- Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items
- Strong problem solving skills – ability to reason logically, looking at issues from multiple perspectives at a micro and macro level
- Ability to manage competing priorities and deliver results intraday
- Ability to motivate employees and help to create an environment that fosters positive relationships, builds trust through mutual respect, and encourages employees to excel
- Demonstrated performance management success with medium to large sized teams
- Superior written and verbal communication skills. Comfortable working with all levels of management
Preferred Qualifications / Competencies:
- In depth knowledge of Bell’s BRS products and services, familiarity with IT systems , technology, and processes
- Experience in Microsoft Office applications, mainly in Excel and PowerPoint
BCE:WKP #feature
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Quebec : Montreal
Application Deadline: 04/08/2015
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, QC, Montreal