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.

The Field Service Operational Support team is seeking a self-starter, willing to learn and evolve with the business to play an active role in the end-to-end transformation of its environment.  The selected candidate will be responsible for leading initiatives to drive results across Field Services with a primary focus on improvement of quality of contacts and orders as well as customer and technician experience. The successful candidate will also help foster a culture of curiosity and innovation within the team and will work closely with the impacted business units across Bell Canada.

What you can expect from the role:

• Identify and address opportunities to improve the end-to-end customer & technician experience
• Improve key performance indicators such as behavioral & technical quality, first time resolution and average handle time
• Collaborate closely with stakeholders from across Bell (Control Center, IT, BTS & Bell Field)
• Leverage data analytics to drive change for all operational teams including external partners
• Support and help develop a team of high performing employees
• Create and deliver reports and presentations to stakeholders from different levels
• Play a key role in reaching internal quality assessment targets, calibrating feedback and ensuring performance of external quality auditors

What we are looking for:

• Highly motivated individuals with a transformation mindset
• Individuals who can facilitate decision making based on quantitative and qualitative analysis
• Collaborative people to work with a wide range of stakeholders

• Candidates who can make think outside the box to deliver creative opportunities for the business

Critical Qualifications/Competencies:

• University degree or comparable experience
• Experience with project management and/or quality improvement
• Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items
• Ability to lead and influence at cross-functional level
• Ability to manage competing priorities and deliver results on short timeframes
• Superior written and verbal communication skills
• Detail oriented and inquisitive with a strong aptitude to understand complex situations

• Excellent knowledge of PowerPoint and Excel

 Preferred Qualifications/Competencies:

• Bilingual (English/French)
• Knowledge of SQL and relational databases
• Working knowledge of Field Services
• Knowledge of Jira, Confluence or other project management applications

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 : Montreal || Canada : Ontario : Ottawa || Canada : Ontario : Toronto 

Flexible work profile: Mobile
Application Deadline: 02/10/2022 

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.