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 Senior Manager, Customer Operations is responsible for the operations of our Small Business Care and Tech support segments, business process optimization, performance insights, forecasting and reporting, as well as managing strategic programs intended to simplify agent tools, reduce repeats and transfers while improving self-serve/eBill adoption, First Call Resolution and Net Promoter Score and serving to sell. You will be working closely with leaders across many departments, including Design and Delivery, Business Intelligence, Business processes and other Call Centre Operations.

 You will also be responsible for the development of executive-level presentation. You will manage our KPI outlooks both short term (month end projections) and long term (3-year plans). You will be responsible for delivering monthly results packages to the executive leadership team to explain trends, identifying areas of opportunity. You will coordinate strategies and programs to mitigate performance KPI risk, and perform post-mortem analyses to continuously learn from and improve results.

 To succeed in this role, you will need to be a proactive, collaborative leader and strategic business partner who is client focused and results-oriented and has demonstrated an ability to work in a fast-paced, complex and analytical environment. Reporting into the Director, Customer Care (SB & BNQ).

 Key Responsibilities:

• Development and implementation of strategies related to call drivers and “moments of truth”.
• Strategize on team structure enhancements, focused on making it easier for our Agents and customers.
• Prepare executive-facing presentations, deep dives, monthly CEO result packages, and other senior leadership forums, articulating strategy, KPI outlooks as well as challenges and opportunities for improvement
• Collaborate with multi-disciplined team consisting of analytics, program management, and forecasting specialists.
• Develop Multi years strategy plans.

 Critical Competencies:

• University degree in a relevant discipline (i.e. Marketing, Business or Finance) or equivalent
• Experience in strategy & Business Process re-design.
• Ability to influence and be a motivator, drive a vision and a good people leader to accompany new and experienced leaders.
• Excellent strategic thinking, statistics, modelling, and problem-solving skills
• Highly organized and able to manage multiple projects simultaneously and deliver on tight deadlines
• Excellent attention to detail
• Proven ability to gather, organize and manipulate data and turn results into insights
• Strong presentation skills and an ability to communicate effectively
• Excellent interpersonal skills and demonstrated ability to work in a team environment across multiple functions
• Self-motivated, demonstrate initiative, have a strong desire to succeed and possess a strong sense of urgency
• Quick learner, flexible and able to comfortably operate in an ever-evolving & changing environment