Req Id: 83590
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.
This seamless approach to customer service has been a key factor in achieving industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new solutions.
The role:
We are looking for a dynamic individual to support the Bell Business Markets Service desk team. This Staff leader is responsible to ensure the customer’s service level objectives are being met, lead initiatives within the business plan and provide ad-hoc support. Achieving these objectives requires a results oriented individual, who is capable of managing a unionized team within the business unit. This leader has the overall accountability for managing a team of experienced CEP – Craft and Clerical employees, who ultimately own the Service Assurance (after sales support) customer experience, manage trouble incidents, escalate when necessary, monitor, and communicate resolutions. The team manages complex deals which include SLAs/SLOs and unique repair business processes. New deals, customers, and processes are constantly being introduced within this team.
Key Accountabilities:
- Provide leadership and direction to a team of unionized CEP - Technicians who act as the customer’s single point of accountability for all their Service Assurance after sales support needs. The leader is ultimately responsible to manage a 7/24/365 unionized CEP workforce.
- Expand the business beyond today and tomorrow - Accountable to simplify the customer’s after sales support experience.
- Mobilize the team to execute on our strategic imperatives by clearly defining the operational plan.
- Maintains high level knowledge of service assurance business processes.
- Supervise and manage the overall performance of all staff within the business unit. Identifying problems, creating choices and providing alternative courses of actions.
- Interface with various internal and external suppliers. Build and maintain strong relationships with all vendors in the portfolio to ensure they deliver on business and customer requirements.
- Accountable for overall management of workload and scheduling for the Service Desk.
- Analyzing, reporting, providing recommendations and developing strategies on how to improve customer service quality while optimizing productivity.
- Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions within the desk to meet business requirements.
- Involved in employee selection, career development, succession planning and periodic training.
- Foster an environment where employees look forward to coming to work each day, enjoy the challenges and work as a team.
- Provide leadership and coaching to the staff. Coach and develop the team, including being accountable for additional cross-training and the introduction of new deals and/or technologies.
- Manage presence at work, medical, scheduling, payroll and vacation planning as well as general employee concerns.
- Establish and maintain professional and productive relationships with various internal departments (including the Incident Management teams). Provide input and support to various internal teams during the introduction of new deals. Work with customers, internal teams, partners and suppliers to establish, communicate and manage expectations.
Critical Qualifications/Competencies:
- Strong pragmatic problem solving skills with deductive reasoning capabilities .
- Strong interpersonal skills.
- Genuine desire and ability to lead, coach and develop employee talent.
- Ability to think and present ideas abstractly and concisely.
- Excellent communication skills (written and verbal) and ability to tailor to various audiences.
- Solid understanding of telecommunication industry, including competition, technology, products and regulatory issues.
- Working knowledge of core operations processes & service organizations.
- Proven consulting, communication, negotiation and presentation skills at technical and executive level.
- Budget and financial acumen an asset.
- Very organised and aptitude for coordination of initiatives across many teams.
- Recognized leader with clear track record of using teamwork to create competitive advantage.
- Proven customer management skills.
Preferred Qualifications/Competencies:
- Minimum of 3+ years of relevant or equivalent experience (Service Assurance background experience if possible).
- Business, Engineering university degree, or equivalent experience.
- ITIL certification or a solid understanding of the ITIL methodology.
- Advanced understanding of key Bell operational processes (Service Assurance and Service Provisioning, etc).
- Strong knowledge of Voice, Data and IP business solutions.
- Strong knowledge of IT/Application support.
BCE:WKP #Feature *LI-SH
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 07/06/2015
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, Toronto