Sr Manager Call Centre Operations

Profile

Req Id: 320339 

 

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

 

If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team. 
 

Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
 

 

As a member of the Sales team you will have direct accountability over exciting growth segments within our business unit including Atlantic operations, Manitoba, and Echat to name a few.  You will be in charge of directing a dynamic team of sales leaders and agents to deliver our results, managing and executing multiple performance driven actions including delivering sales clinics, pitch initiatives, and other sales culture programs.  You will work closely with enablement primes, and strategy specialists to continue to evolve the business to address the changing needs of our customers and business. 

 

The right candidate must also be comfortable with both relationship management in cross functional teams, Project Management to push forward and execute key initiatives as well as data manipulation in order to provide insightful and relevant analysis to support as well as carrying in depth performance driven actions. 

 

 

JOB DUTIES/ACCOUNTABILITIES :

*Develop, recommend and implement new strategies to attain and improve on sales, sales productivity/efficiency, and quality measures across multiple domains and call types *Interface with customer contact channel, operations and marketing partners to support various sales initiatives, review and support sales integrations of upcoming offers and product. *Support training program, scripting and positioning for customer contact representatives *Monitor, analyze, and report weekly results while monitoring the overall performance of the portfolio *Perform ad-hoc analysis and intervention to drive towards targets, particularly with new product introductions, cross selling, and other paradigm changes *Interface with operations team to maximize performance and process effectiveness *Become a subject matter expert for all SB products and services
 

 

CRITICAL QUALIFICATIONS/COMPETENCIES:

*University degree in a relevant discipline (i.e. Marketing, Business or Finance) or equivalent *Call Centre operational and performance management experience is an asset *Experience in sales and team management *Strong interpersonal skills and team focus, with ability to lead and work within immediate, extended and multi-disciplinary teams.  Ability to manage relationship with external partners *Superior analytical skills and comfortable with managing data *Exceptional communication skills: both verbal and written *In-depth knowledge of Excel and proficient in MS Office applications *Highly motivated, proactive, self driven, dynamic and results-oriented *Sound analytical, problem solving and decision making skills
 

 

 

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

 

ADDITIONAL INFORMATION:

POSITION TYPE: Management 
JOB STATUS: Regular - Full Time 
JOB LOCATION: Don Mills || Canada : Ontario : Don Mills || Canada : Ontario : Toronto || Canada : Quebec : Montreal 
APPLICATION DEADLINE: 10/04/2021 

 

PLEASE APPLY DIRECTLY ONLINE TO BE CONSIDERED FOR THIS ROLE. APPLICATIONS THROUGH EMAIL WILL NOT BE ACCEPTED.

 

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

 

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or **** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at ****.

 

Created: Canada, ON, Toronto

 

BELL,ONE OF CANADA'S TOP 100 EMPLOYERS.

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