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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers. 

Name and description of the hiring department:

The Associate - Control Centre is responsible for coordinating the completion of provisioning and assurance work or service orders done by technicians. This includes a responsibility for building daily workloads and schedules through coordination with various departments. The Associate ensures that service is provided to external or internal customers on a timely basis. She/he maintains and updates several databases as well as prepares statistical and tracking reports.

 Job duties / accountabilities:

• Coordinating the completion of provisioning and assurance work or service orders done by technicians
• Building daily work loads and schedules through effective coordination with various departments
• Ensure service is provided to external or internal customers on a timely basis
• Ensure all orders are accurate and completed at customer due dates
• Prioritizes and releases orders to appropriate technicians based on experience level, availability and assigned territory
• Records order completion details
• Relays problems causing delays to both the customer and various departments involved
• Inbound and outbound call handling to direct external customers, Field Managers and Technicians
• Escalate on due dates Optimizing force (Technicians) to load (Tickets) on due date by partnering with Jeopardy Handling Associates
• Internal escalation of service jeopardy conditions (missed appointments, force to load unbalance)
• Meeting & exceeding targets (renegotiating appointment offerings on due date, missed appointments on due date)
• Tracking and escalating all escalations and follow through to external customers up to completion
• Ensure all escalations for next day are ready for load on due dates
• Verify orders for accuracy and completeness and ensure availability of equipment and material
• Coordinate with all involved departments to ensure due date can be met and advise customer of the due date
• Appropriate technician and equipment are assigned for completion of orders
• Review and finalize loads by ensuring equipment and material have arrived, all access information is available and due date has not changed
• Negotiate new due date when completion date is compromised by various problems
• Ensure technician safety by keeping track of their location at all times
• Answer requests from various departments
• Through various systems, maintain and update several databases
• Coordination of activities which are under time restriction
• Unpredictable work load

 Essential Qualifications / competencies:

• High School education and diploma
• MS Outlook, Word, Excel, basic level
• Good geographical knowledge of areas
• Customer focus (previous experience with internal and external customers)
• Strong telephone etiquette
• Excellent communication skills (including assertiveness and influencing others)
• Ability to thrive in a quick paced environment and work well under pressure
• Strong problem solving and decision making skills
• Flexibility and adaptability in an evolving position
• Strong time management skills to re-prioritize workload and the demands of internal/external customers continuously under time restrictions to meet
• Ability to educate and persuade internal/external stakeholders to partner on delivery of timely service to our customers

 Working conditions:

• Possibility to work 7 days a week from Sunday to Saturday.
• Shift schedule :
  • Monday to Friday from 6am to 9pm
  • Saturday and Sunday from 6:00 am to 5pm
• Possibility of overtime
• Possibility of consecutive weekends
• Call Centre Environment