Req Id: 83569
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.
Position Summary
The Customer Operations Business Process organization manages critical customer interactions across multiple business units: customer care, collections, back office, help desk, and sales. It is a vital part of the customer experience ecosystem, helping to direct process creation, management, and optimization primarily within the blueprint environment. As part of this mandate, focus is dedicated towards the creation of rich data environments that the organization can draw upon to undertake process improvements, and create sustainable customer/agent interactions that help to drive improvements to the P&L.
The Senior Manager, Business Process will be responsible for managing and driving results across the operations environment, but with a primary focus on billing and billing dispute related interactions. The successful candidate will build a culture of curiosity and data driven decision making within their team and will be expected to work closely with the impacted business units and corporate support entities across product, IT, and marketing to accomplish this.
The ideal candidate should have experience working in the telecommunications sector. Bell specific experience would be an asset, particularly with operational / customer facing groups. A self starter who is willing to learn and evolve with the business, they should have an insatiable drive and passion for continuous improvement and innovation.
Job duties/Accountabilities:
- Responsible for managing critical customer facing processes across Customer Operations, with a strong focus on billing and dispute related interactions.
- Understanding the business and working with cross functional teams to:
- Identify issues/gaps and partner with appropriate teams to resolve
- Optimize current blueprints/processes to improve customer experience
- Create new processes to manage the agent/customer interaction
- Track all changes and measure improvements resulting from recommendations implemented
- Partnering with Projects to assess impacts of any change introduced to ensure processes updated and proper change management followed
- Drive insights and identify business opportunities through data analytics
- Analyze blueprint and BI data to quantify gaps / opportunities and make appropriate recommendations to drive process improvements
Essential Skills and Abilities:
- 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.
Qualifications:
- Experience in Microsoft Office applications, mainly in Excel and Powerpoint
- Intermediate to expert skill with database languages i.e. SQL, proc SQL etc.
- Bilingualism is an asset
BCE:WKP LI-VL
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 07/03/2015
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