Req Id: 83591
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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Position Description:
This role is responsible for leading, developing and motivating a team of 15 Tier 2 and Tier 3 Voice and Contact Center Engineers. As a member of the Bell Canada Managed Services team, you are responsible for managing your team to meet our clients contracted day 2 support SLA’s by ensuring your teams efficient and coordinated delivery in line with Bell policy. This role is supported by and reports to the Director, Managed Services.
You will manage and direct the Technical Support Engineers on a variety of Voice Unified Communications and Contact Centre Technologies. You will ensure compliance with established process and procedures and represent the company as a single point of contact representing the operations team in a tactical deliver role.
Job Duties/Accountabilities:
- Manage, coordinate, and direct resources required to meet schedules and goals, and client requests.
- Engage with 3rd party vendors and support vendor management initiatives.
- Work with cross functional teams Sales, Project and Engineering to ensure seamless delivery to client
- Work with onsite remote staff as applicable and other members of the team in the delivery of voice services
- Ensure contractual SLA delivery attainment to client.
- Remove roadblocks and ensure team accountability in escalations through to final resolution.
- Work with assigned Service Management resources to effectively manage communication and messaging to the client.
- Manage ITIL process compliance and initiate opportunities for continuous improvement through process improvement
- Create and maintain a high performance culture within team.
- Understand the complexity of the technical infrastructure serviced by the team in addition to awareness of the process, technical expertise and organizational structure of partner work groups and their related interdependencies
- Coordinate, supervise and perform quality assurance and user acceptance training
- Direct teams adherence to Health and Safety regulations and procedures as required
- Recruitment and development of resources as required.
Critical Qualifications/Competencies:
- 5-10 years senior experience working in a voice UC and CC operations environment
- Experience on Avaya or Cisco VOIP systems, Voice Mail, IVR, Workforce Management and Call Recording technologies
- 3 or more years of proven team leadership experience
- Experience working in a bargaining unit environment would be an asset
- Proven track record of strong leadership and operational excellence
- Strong interpersonal skills
- Ability to work in a fast paced environment putting the customer first
- The ability to work with minimal supervision, self-motivate, take ownership of an area of operations, identify issues and deliver operational results
- Excellent communication skills - the ability to succinctly and clearly explain tactical plans, expectations and strategy to a front line team, peers and senior executives when required
- Sound analytical skills - and the ability to use these skills to support various business decisions or proposals
- A bias for action and sense of urgency- the ability to not only plan and delegate, but to lead and/or take the initiative to ensure that actions and projects are on track
- Ability to prioritize and handle multiple tasks, including potentially competing/conflicting priorities and time pressures
- Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions
- Strong problem-solving, conflict resolution, customer-orientation and organizational skills
- Rotational On Call for support
- Bachelor's Degree in Computers, Electronics, Telecommunications, Management strongly preferred
- Knowledge of ITIL an asset
- Professional/Technical accreditation or certification in Telecommunications would be an asset
BCE:WKP #Feature *LI-JW TC:CC
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 07/09/2015
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