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.

As a key member of the Recruiting, Training & Onboarding Team the Manager, Trainer Performance Strategy, will be responsible for leading strategic projects that drive performance improvements for newly hired front-line agents as well as their trainers & support teams. You will spearhead key initiatives and strategies for new-hire performance improvements based on your analyses, launch programs & initiatives, and perform post-mortem analyses to continuously learn from and improve results. You will also understand the drivers of new-hire performance provide actionable insights and support the development of new strategies to refine and improve performance. You will have the opportunity to work with a wide variety of teams across Bell including workforce management, vendor relations, human resources, compensation and more.

Our ultimate goal is to improve customer experience by improving new-hire performance and ensuring that when a customer reaches a new agent, that their experience is just as good, if not better than an experienced agent. With operation sites across the globe, we seek to standardize core objectives but tailor strategies to our specific players through data driven decision-making. If you are the type of person who likes to make a meaningful impact on the business through creative and data-driven problem solving, then this role is for you!

Job Accountabilities:

Lead development of key strategic projects to drive new-hire performance improvements

Analyze data to understand the drivers of new-hire performance in order to improve our ability to improve results and customer experience

Explore mid-training & post-training support models and make strategic recommendations to drive performance improvements

Size opportunities and provide insights and targeted recommendations

Develop business cases to support initiatives and gain executive alignment

Create and present executive strategy presentations

Lead cross functional interactions to influence and develop long-term strategic plans

Simplify processes that create poor trainer or trainee experiences

Critical Qualifications:

Undergraduate Degree – Business/Economics, Engineering, Math or Sciences are preferred

Experience in strategy /analytics role or background through school

Quick learner with strong analytical and problem solving skills

Excellent interpersonal skills and the ability to work well with a team

Ability to understand and create business cases

Strong presentation skills and ability to effectively communicate

Advanced proficiency in both MS Excel and Power Point

Highly organized and able to manage multiple projects simultaneously

Flexible and able to comfortably operate in an ever-evolving & changing environment

Energetic self-starter who thrives in a fast-paced environment

Preferred Qualifications:

2+ years experience in a data-driven work environment

Experience in analytics, strategy, and project management

Strong negotiation skills and the ability to influence others

Knowledge of SQL would be an asset

#LI-AS1

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 : Ontario : Toronto || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Quebec : Dorval || Canada : Quebec : Montreal 

Flexible work profile: Mobile

Application Deadline: 04/13/2022 

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.