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.
 BRS Performance Specialist will be responsible for driving sales results, manage partner performance, work with the external and internal teams on performance improvement plans, understand current processes and identify improvement opportunities to create initiatives.

 Key Responsibilities:

• Understand the Bell Sales operations and its relevant key performance indicators
• Lead weekly business reviews and calibration sessions with partners
• Facilitate communication of process changes and execute on change management
• Ensure site readiness for project launches and inspects process compliance
• Gather feedback through partner collaboration
• Motivate partners to achieve sales objectives
• Develop tactics to improve key performance indicators, like Close Rate, Activation, quality and productivity
• Create and foster a motivating sales culture with partners
• Look at trends to identify sales opportunities, process gaps and propose improvement opportunities and new sales initiatives.
• Manage outliers and build strategies to improve their performance
• Follow up on special coaching requests (i.e. compliance reports, Resolution Alerts, coaching requests)
• Listen to calls , identify agent / site opportunities and process / knowledge gaps 
• Investigate and follow up on escalated calls
• Participate in partner led focus group (via audio/video conference)
• Follow up on recognition programs and ensure partner participation and follow up
   Critical Qualifications:

• University Bachelor’s degree required or equivalent
• 2-3 years management experience
• English, fluent in the language with no significant limitation
• Project management knowledge
• Ability to create and present executive presentations
• Advanced skills in Excel and PowerPoint
• Highly organized with the ability to manage multiple projects simultaneously
• Ability to think outside the box to develop creative solutions
• Ability to work independently
• Ability to work in virtual environment
• Excellent communication skills, both written and verbal (ability to effectively communicate and present to people at all levels)
• Excellent leadership, high energy and ability to motivate and influence
• Action oriented and demonstrated ability to deliver results.
• Flexible and able to comfortably operate in an evolving & changing environment 

Preferred skills:

• Experience with Home Phone, TV, Internet, Mobility and smart home
• Knowledge of the tool and process - Manitoba (MTS)