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 is making unmatched investments in our world-leading broadband fibre and wireless networks because we know they’re the backbone of the products and services our customers love. If you’re excited about transforming the way people connect, our Network team is the right place for you.  

Position Description:

Manager will be responsible for leading, developing and motivating a Voice, Server and Contact Center Specialists operations team. Manger will be able to coordinate the contributions of employees so that the team's results are greater than the total results of each member and be able to meet our clients’ service support in Day 2 and maintain a high level of performance – incidents, service request, problems and changes.

Job Duties/Accountabilities:

Inspire and motivate team members towards a common goal

Ability to implement a daily management system and operational processes

A coach that can develop his team members

A leader that can article the vision and direction

Someone who, through teamwork, can break down and resolve a process/system problem and provide a modular and easily sustainable solution

Well organized and priority focused individual who can manage through operational unplanned work

Work with cross functional teams IT, Sales, Project and Engineering to ensure seamless delivery to client

Ensure contractual SLA delivery attainment to client.

Remove roadblocks and ensure team accountability in escalations through to final resolution.

Work with assigned Service Management resources to effectively manage communication and messaging to the client.

Understand the complexity of the technical infrastructure serviced by the team in addition to awareness of the process, technical expertise and organizational structure of partner work groups and their related interdependencies

Coordinate, supervise and perform quality assurance and user acceptance training

Monitor team performance and report on metrics

Recruitment and development of resources as required.

Perform direct reports performance review

Operational 7/24 availability

Critical Qualifications/Competencies:

5-10 years experience working in a voice UC, CC, Server operations environment

5 or more years of people management and proven team leadership experience

Knowledge and experience in Agile and Continuous improvement approaches

Ability to make quick and smart decisions under pressure

Strong interpersonal skills

Ability to work in a fast paced environment putting the customer first

The ability to work with minimal supervision, self-motivate, take ownership of an area of operations, identify issues and deliver operational results

Experience with leading and directing in a unionized environment would be an asset

#LI-SM1 

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: Canada : Quebec : Verdun || Canada : New Brunswick : Fredericton || Canada : New Brunswick : Moncton || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Quebec City 

Flexible work profile: Mobile

Application Deadline: 03/22/2022 

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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.