Req Id: 78495
Bell is a truly Canadian company with over 135 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.
Do you have a passion for people management?
Do you want to work for a dynamic, continually evolving company?
If you answered an enthusiastic yes! Then we may have an exciting career opportunity for you!
We are looking for a strong and dynamic candidate to fill the role of Customer Care Team Lead. This person will lead, support and develop a team of Business Service Representatives (BSRs) who engage in the establishment of service, order negotiation and customer resolution. The Team Lead is primarily responsible for elevating the performance and results of their team and ensuring through leadership and motivation that their team of BSRs deliver on key performance indicators such as productivity, quality and sales expectations while providing exceptional customer service to internal and external customers. The impact that a Team Lead has over their employee’s performance, engagement and to the customer experience is powerful and their leadership role is a critical component in our ability to perform to our customer’s expectations. The Channel Support team is responsible for provisioning orders for our small business customers (typically 1-20 lines) as well as supporting the inbound queue when required.
Responsibilities:
- Providing leadership to a team of 20-25 BSRs
- Coaching to improve sales, quality and productivity performance
- Conduct regular BSR performance planning and development sessions
- Coaching to improve the overall customer experience, order volume, turnaround time, and accuracy.
- Work closely within the team and across the organization to deliver on overall requirements for the Channel Support team and increase efficiencies
- Work closely with training to close knowledge and process gaps within the team
- Team building and facilitation
- Be visible and accessible to all front line employees
- Follow recognition and reward guidelines
- Maintain effective labour relations by understanding and administering the collective agreement
Skills/Education/Experience Requirements:
- Minimum 3-5 Managerial experience in a similar Banded Role, would be an asset
- Post secondary education and/or related coaching & leadership experience
- Coaching and developing
- Strong listening and communication skills
- A strong drive for continuous improvement
- Ability to inspire and motivate others to higher performance
- Demonstrated strength in relationship building
- Personal leadership and sound business judgment
- Strong organizational & prioritization skills
- Collaboration skills and ability to deal with ambiguity
- Team oriented and results driven
- An understanding of and/or experience of working within a collective agreement
- Experience in a sales centric environment
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Newfoundland : Mount Pearl
Application Deadline: 05/26/2015
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, NL, Mount Pearl