Req Id: 86592
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.
Are you naturally driven?
Do you enjoy leading dynamic teams?
Do you have an inherent ability to analyze results and partner with key business stakeholders to develop insightful strategies?
If your answer to those questions is an enthusiastic “yes!” then you may be the person we’re looking for to join our team!
The Role:
The Customer Operations Outbound Strategy, Insight and Business Performance Team oversee all aspects of outbound telemarketing for Customer Operations, encompassing Collections, Retention and Sales, including external partners. As part of this mandate, we have four main focus areas: (1) Collaborate with the business to lead and manage the long term roadmap for outbound contact strategies across all impacted groups given the changing realities of the market; (2) Drive dialing strategies for the various Business Units that we support to maximize business results (including $ Collected, RGUs, Deact/call, cost efficiency metrics) by leveraging data analytics and best practices; (3) Support outbound related projects to ensure that changes are executed seamlessly; (4) Ensure the daily dialer operations are run smoothly and efficiently, including monitoring key dialer metrics and identifying/resolving any infrastructure gaps as well as outage management.
The Senior Manager, Dialer Strategy, Insight and Business Performance will be responsible for leading a team of managers and analysts whose main goal is to maximize results across the dialer environment using a customer centric approach. The focus will be on driving efficiencies through implementation of proactive outbound strategies by connecting key dialer metrics with business performance. 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 Customer Operations, Marketing, IT, Partners in order to be successful.
The ideal candidate should have experience working in the telecommunications sector. Familiarity with dialer environments is an asset. 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.
Key Responsibilities:
• Understand outbound strategy for each key portfolio (Collections, Retention, Sales) from a business performance point of view and provide dialer expertise to drive improved performance
• Collaborate with stakeholders to implement outbound strategies that will yield positive business performance improvements
• Identify opportunities for improved efficiencies, through data analytics, and take the lead in putting those opportunities into action
• Drive consistency throughout all the outbound portfolios by leveraging best practices from each respective area as well as understanding industry best practice
• Report and provide insight on outbound performance with daily, weekly and monthly cadence; ensure necessary and automated reporting on key metrics is in place
• Build strong network with key stakeholders within Customer Operations, Marketing, Risk Management, External Partners
• Supports Change Leadership – motivates and inspires people to change as required
• Coach and lead 5 direct reports and 20 total reports spread across multiple business segments (Collections, Retention, Sales), across multiple sites
Critical Competencies:
• The successful candidate must be self-motivated, self leading, demonstrate initiative, have a strong desire to succeed and possess a strong sense of urgency
• University degree in Business Administration, Economics, Finance, Engineering or Mathematics, or comparable experience
• Strong business acumen
• Demonstrated analytical ability with a focus on detail, accuracy, complex problem solving and logic capabilities
• Strong problem solving skills - Ability to successfully resolve issues, diagnose business problems, plan, document and deliver solutions in timely manner; looking at issues at a micro and macro level
• Demonstrated ability to effectively manage multiple projects and competing priorities simultaneously and to work independently and as part of an extended team
• Experience collaborating with cross functional teams in a highly matrixed environment
• Delegates effectively, leverages team's strengths and fosters continuous learning & development
• Ability to motivate employees and help to create an environment that fosters positive relationships, builds trust through mutual respect, and encourages employees to excel
• Strong oral/written communication skills with strong interpersonal skills and comfort in interacting with all levels of management
• Excellent knowledge of Microsoft Office applications, mainly in Excel and Powerpoint
• Experience with SAS, SQL and dealing with large databases
BCE:WKP #Feature *LI-AG
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 08/04/2015
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