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.

 Job duties / accountabilities

• Effectively manage, coach and develop a team of client agents
• Ensures solutions and decisions drive efficiency, productivity, return on investment and quality in the business
• Proactively shares, develops and implements best practices
• Communicate expectations, analyze data, prioritize and action individual and team results
• Oversees organization and prioritization of workload in real time to meet customer requested
• Acts intuitively and proactively to identify & communicate unusual fluctuations in volumes and workload balancing load
• Conducts daily coaching for success and provides immediate performance feedback during sessions 
• Creates and implements individual personal growth plans with each direct report
• Deliver service excellence to internal and external customers
• Handle escalated customer complaints in a timely and satisfactory resolution and identify root cause and process gaps in order to avoid repeat
• Monitor and action service order quality results
• Capture and log daily, weekly and monthly key metrics and action as appropriate
• Knowledge of and ability to perform Performance Management practices   

 Essential skills / competencies

• Previous position of Leadership/Coaching
• Excellent interpersonal skills with effective listening, comprehension (written and verbal)
• Strong communication, negotiation, leadership and mediation skills
• Ability to act as a catalyst for change and continuous improvement
• Ability to use data to analyze and assess impacts of work
• Ability to work in a team environment, building a cohesive team and obtaining cooperative teamwork and collaboration from other departments
• Ability to anticipate future obstacles and consider alternate solutions
• Strong ability to multitask with a high level of adaptability
• High level of skill in trouble-shooting, problem solving and prioritization
• Proficient in Excel and Powerpoint.
• Analytical

 Preferred skills / competencies

• Knowledge of Provisioning tools such as Maximo, Smartpath, MBS, EOM
• Experience in distributing or balancing workload for a team or group
• Knowledge Managed Service Portfolio, Business Voice and Data products