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.

The Inbound BRS Loyalty Operations team is a highly energetic, dynamic environment filled with the unpredictable and unexpected, putting decision-making skills to the test on a daily basis. You will need a proven record of accomplishment in creating and leading a positive healthy climate allowing others around you to make it personal and deliver the very best with every contact. If you enjoy challenges and thrive in such an atmosphere then this position could be for you.

Job Duties/Accountabilities:

• Performance managing of external partners (primarily for Atlantic partners)
• Leverage insights and opportunities from data and metrics to build strategies and make recommendations
• Analyze, deep dive on key performance indicators and proactively recommend and establish short and long range action plans to drive results
• Lead weekly partner results meetings and group listening 
• Coach, develop and motivate partner Operation Managers and Team Leaders & agents to meet and exceed customer and business expectations
• Manage escalations and complex situations and maintain an inclusive relationship with all key stakeholders
• Respond to Executive team, process urgent requests and provide resolution updates
• Call calibration to measure and evaluate structure and skills
• Listen, analyze behaviour and lead team through decision making and process changes based on insights
• Ensure Standard Operating Procedures/Blueprints are practiced and followed on an ongoing basis
• Continue to make process recommendations and improvements by asking questions, engaging team and sharing ideas
• End to end execution on opportunities

Critical Qualifications/Competencies:

• Strong customer orientation, the ability to resolve customer service issues, negotiate with clients and representatives while maintaining and growing a strong partnership with other departments
• Highly analytical and understand the basic principles of working with large and complex data sets
• Motivate employees and help to create an environment that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
• Hands on experience with Atlantic systems and tools including but not limited to Agent Desktop, Insight, NM1, Single View and OrderMax
• Ability to use all resources and to think out of the box when resolving and being consulted on how to conclude a complaint
• Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport
• Performance management (Coaching)
• Experience in leading a team
• Strong written and verbal communication

Preferred Qualifications/Competencies:

• Experience in the development of analytical models
• Experience in Sales, Call centers or workforce management
• Experience using SQL, SAS, Micro strategy, Microsoft Access or any database tool an asset