Req Id: 89194
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.
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 and also to support various initiatives within the business plan. Achieving these objectives requires a results-oriented individual, who is capable of managing a unionized team.
This leader will have the overall accountability for a team of experienced CEP – Craft and Clerical employees, who ultimately own the Service Assurance customer experience (which includes managing trouble incidents, escalating when necessary, monitoring, and communicating resolutions). The team also manages complex deals which include SLAs/SLOs and may involve customized or unique repair business processes. New deals, customers, and processes are constantly being introduced within this team.
Job Duties/Accountabilities:
- Provide leadership and direction to a team of unionized CEP - Technicians and Associates who act as the customer’s single point of accountability for all their Service Assurance needs. The leader is ultimately responsible to manage a 7/24/365 team of unionized CEP workforce.
- Accountable for the overall management of performance, workload and scheduling for the Service Desk:
- Provide leadership and coaching to the staff.
- Involved in employee selection, career development, succession planning and periodic training. Includes 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.
- Foster an environment where employees look forward to coming to work each day, enjoy the challenges and work as a team.
- Mobilize the team to execute on our strategic imperatives by clearly defining the operational plan.
- Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions within the service desk to meet business requirements.
- Analyze, report and provide recommendations and develop strategies on how to improve customer service quality while optimizing productivity.
- Maintain a high level of knowledge of the service assurance business processes and is accountable to enhance the customer’s service assurance experience.
- Interface with various internal (including the Incident Management teams) and external groups (partners and suppliers). Build and maintain strong relationships to deliver on business requirements and meet customer expectations.
Critical Qualifications/Competencies:
- Strong pragmatic problem solving skills with deductive reasoning capabilities
- Strong interpersonal skills
- Ability and desire to lead, coach and develop employee talent
- Recognized leader with a clear track record of leveraging teamwork to create a competitive advantage
- Very organized and aptitude for coordination of initiatives across many teams
- Excellent communication skills (written and verbal) and ability to tailor to various audiences
- Proven consulting, communication and negotiation skills
- Solid understanding of the telecommunications industry (including competition, technology, products and regulatory issues)
- Working knowledge of core operational processes & service organizations
- Proven customer management skills
- Budget and financial acumen (an asset)
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-NC TC:CC
Bilingualism is required (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Quebec : Verdun
Application Deadline: 08/27/2015
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, Montreal