Req Id: 79234
Bell is a truly Canadian company with a 135 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.
The candidate selected will have the mandate to improve the performance for the partners and improve quality processes for our loyalty segments.
Are you autonomously? Are you able to work independently?
Are you known for your ability to motivate performance within of a virtual team?
Do you like being liable for any coaching and have at heart to improve performance?
Are you motivated with a competitive instinct to build a winning environment?
Do you have the eye and organizational skills to improve processes already in place so you can contribute on improving expectations?
If your answer to all these questions is a yes, then you may be the person we are looking for to join our team as a specialist performance for external partners and process improvements.
As a specialist, your regular tasks include the following essential requirements:
- Root cause analysis – through listening to calls, focus groups, calibration calls, review BluePrints flows, analysis reports, etc
- Being able to lead a session/training with a group of agents and team leaders
- Coaching agents to help improving their save rate
- Quality analysis: to improve client experience
- Calibration – Being able to conduct a calibration session with partners – working hand to hand with QA
- Review existing support materials by engaging the rights partners
- Analyze results using various reports and provide suggestions to help action plans
- Perform administrative tasks: manage emails and create documents needed
- Work hand to hand with design & training team – ensure that the content and positioning make sense and are solid
The ideal candidate will have professional communication style with excellent leadership skills, excellent negotiation skills and analytical skills as well. They will have strong knowledge about the products and services we sale. In addition, the ideal candidate must be flexible, able to travel and work well independently.
Requirements:
- Expertise on systems and tools used at mobility level
- Expertise on policies and procedures – One Source /Blue Print
- Excellent knowledge on all products and price plans for Bell mobility – Virgin – Solo brand
- Strong coaching & leadership skills
- Excellent communication skills (verbal and written)
- Strong organizational and planning skills
- Comfortable with Excel and Power Point tool
BCE:WKP #feature
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Non Management
Job Location: Canada : British Columbia : Vancouver || Canada : Quebec : Montreal
Application Deadline: 06/26/2015
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, QC, Bedford