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. 

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments. 

With a strong ability to adapt, the person in this position is an experienced contact centre management consultant. This person is able to understand the concerns of managers, supervisors and contact centre technology super users. Many of our customers have begun their journey into digital transformation and automation. The ideal candidate will have the ability to accompany them in the adoption of these new technologies within the optimization and transformation process of their contact centres.

 The successful candidate has a solid understanding of contact centre business and desired outcomes, their technologies, applications and their impact on management processes. This person can easily understand and define customer needs with a view to recommending and determining efficient business solutions and assisting in implementing appropriate processes and technologies. In addition to the role as consultant, the candidate is capable to ensure the delivery of proposed business solutions and necessary training. This person is autonomous and enjoys working as part of a team.

 Key responsibilities

• Based on industry trends and best market practices, provide specialized consulting to customers on feasibility analysis and contact centre projects, in terms of strategic planning, managing customer experience, human resources, work organization, process reviews and the organizational integration of technology solutions
• Translate customers’ business requirements into recommendations of functional specifications and technical objectives for the call centre technology development teams
• Deliver training, in particular on application functionalities
• Partner with Bell’s sales representatives and call centre technology specialists in defining business solutions and developing recommendations
• Manage customer satisfaction in accordance with Bell’s quality assurance standards
• Promote Bell and its contact centres expertise by meeting with potential customers, and by participating in conferences, presentations and other activities

 Critical qualifications/competencies

• University degree
• At least 5 years of customer contact centre experience
• Solid knowledge of customer contact centre management and technologies (Genesys/NICE/Verint). Solutions experience, using chatbots and automation (an asset)
• Knowledge of contact centre operational activities and their links with an organization’s other business units. Ability to develop and illustrate the operational processes of a contact centre, process management, the approach and processes related to interaction quality management tools.
• Innovative with ability to analyze and research solutions that meet customers’ needs while improving profitability
• Willingness to work at the customer’s site (frequent requirement depending on pandemic situation)
• Excellent verbal and written communication skills (French and English)
• Experience in preparing presentations, proposals and reports
• Ability to use Microsoft software without assistance
• Autonomous with ability to work within tight deadlines