Req Id: 89131
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.
The Bell Residential Services team is in the business of enabling customers to connect with people, information and entertainment by delivering integrated products and service experience for consumers while enhancing our competitiveness in the marketplace. The team provides customers with Bell Home phone, local and long distance services, Bell Internet, Bell Satellite TV and amazing new technologies such as Bell Fibe TV.
Are you a strong leader who has a passion for developing people?
Do you look for ways to improve processes and increase efficiencies?
Are you someone that has a strategic mindset and can think of creative ways to motivate large scale sales teams?
If you answered an enthusiastic YES! Then we may have an exciting career opportunity for you!
Name and description of the hiring department:
The Field Performance and Operations team, within Bell Residential Services Sales and Distribution, supports the Field Sales team to execute the selling components and processes. This successful execution enables Bell to enhance the quality of our triple play products (phone, internet and TV), as well as the number of customers who chose Bell as their telecommunications service provider.
The Field Performance and Operations team is looking for an experienced Channel Operations Specialist who will support the Field Sales team through management of our Live Order Entry process, setup of new call centres and quality of new offer / product / price launches. There will be frequent interfacing with multiple cross functional partners.
Key deliverables include:
- Management of the Field Sales Channel Operations team
- Management of our Field Sales Live Order Entry Process
- Effectively maintain call centre forecasts, staffing and training requirements
- Work effectively with various internal and external teams to plan and launch new call centres
- Inspect and coach partners/vendors for Quality and Channel Operations standards
- Effective partnering with others departments to drive performance and resolve issues/road blocks
Accountabilities:
- Liaise with various internal/external teams as required to solve issues and setup new processes
- Management of Field Sales Live Order Entry Process (inbound call centre for 1200 Field Sales Agents) to maintain key metrics (Average Handle Time, Average Speed to Answer, etc.) and forecast of calls
- Drive performance, efficiency and quality initiatives for the Field Sales team
- Provide team strategy and manage / improve processes
- Prepare and distribute reporting / scorecards on key Channel metrics
- Flexibility to address and resolve complex issues
Competencies:
- Strong leadership, training, quality and coaching skills
- A desire to work in a fast paced environment with some week night / weekend work requirements
- The ability to effectively handle multiple, high priority tasks, at the same time
- Strong and confident independent / autonomous thinker
- Exceptional communication skills, both written and verbal
- Ability to explain complex terms and business language in understandable terminology
- Exceptional time management skills
- Exceptional project management and organizational skills
- Demonstrated ability to develop an environment which inspires employee involvement and teamwork
- PC Proficient – MS Office, Excel and Power Point Windows environment
- Previous experience working with/in call centre environments
Preferred skills:
- Previous management experience is a must
- Strong interpersonal skills – someone who enjoys having fun in a fast paced and dynamic environment
Working Conditions:
The job requires employees that are flexible in hours of operation and are willing to put the time into the job to provide our customers with top quality of service
BCE:WKP #feature *LI:KK
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 09/09/2015
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