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 Bell Customer Operations Design and Delivery Mandatory Project Team is at the forefront in the design and delivery of team responsible for executing CRTC, Legal, Regulatory, Security, and Corporate projects in accordance with Telecommunications compliance and Bell’s Strategic Imperatives.  If you are a dynamic, excel in a fast-paced setting, focused project manager, we have room for you to grow within our team.

 Reporting directly to the Senior Manager, Program Design and Delivery, the Project Manager is accountable for the successful design, planning and implementation of call center projects that help Bell deliver a best in class customer experience and to support sponsors achieving project benefits (Revenues, Churn reduction etc.). The Project Manager will work with the various delivery stream leads and the Business client counterparts to manage the overall project management plan, identifying and mitigating project (financial and operational) risks, delivering the projects on time, and managing capital and expense budgets,  as well as identifying opportunities and influencing key stakeholders to improve both the agent and customer experience. 

 If you have demonstrated experience planning and delivering change management projects on a small to large scale, this is a great opportunity to contribute to Bell’s strategic imperatives.  

 Key Responsibilities:

• Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables from concept, execution to closure
• Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.)
• Identify, streamline existing critical processes and risks to create and cost CMO and FMO plans
• Redesign processes for process improvements; monitor project results, flag and analyze deviations to apply appropriate corrective action
• Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
• Create and deliver compelling strategic presentations to provide project status updates to senior management and executives
• Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions
• Provide regular updates on project status, including risks and risk management approach to senior management
• Identification of new opportunities and related solutions to deliver benefits above committed project deliverables

Experience / Core Competencies:

• Experience designing and leading small to large scale projects of varying levels of complexity and scope
• Strong sense of urgency and ability to prioritize tasks
• Basic to intermediate knowledge in excel
• Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables
• Strong analytical skills with the ability to leverage many data sources to produce a thorough and complete view of a problem or process
• Ability to work in a fast paced environment and manage multiple projects through effective prioritization
• Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills
• Previous experience in a call center environment or Project Manager role is an asset