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. 

Role Summary

The Senior Manager, Training Delivery & Performance is responsible for the delivery of new hire training, cross training, and the continuation training of the front line Customer Operations work force. Reporting to the Director, Recruitment, Training and Performance, the role holds a 360-degree view of the new hire agent lifecycle, from initial training to production. The successful candidate will also drive strategic transformational activities to enable the continued evolution of the RTO portfolio.

 Responsibilities include

      Partner closely with Work Force Management (WFM) to resource manage and             mobilize the delivery workforce enabling the delivery of new hire content to 7K +             agents per year

• Drive training delivery performance through the use of advanced analytics and performance management
• Design, develop, and implement onboarding programs for the internal and partner front line leadership teams
• Drive new hire time to proficiency and reduce front line attrition through the implementation of dynamic learning strategies across the customer operations ecosystem
• Provide executive updates for new hire time to proficiency, trainer success, and overall onboarding effectiveness
• Drive the evolution of the RTO portfolio by exploring and implementing best in class learning strategies
• Partner with recruitment and operation teams to improve the overall effectiveness of the agent onboarding experience through propensity modelling

 Critical Competencies

• 3+ years experience in managing cross functional teams
• Strong understanding of performance management, needs assessment and goal analysis
• Exceptional leadership and interpersonal skills-tact, patience, diplomacy and a demonstrated ability to liaise effectively at all levels of an organization
• Strong aptitude to recognize opportunities for improvement and take appropriate action
• Strong analytical and executive presentation skills
• Strong project management capabilities
• Ability to work independently and navigate a complex matrix organization
• Strategic thinker, verbally articulate, with strong presentation skills
• Demonstrated experience in delivering and executing on key projects through cross functional teams