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 specialist on our Sales Channel Support team, this position will manage a wide range of projects simultaneously, including: Managing order entry performance for the Field Sales (Residential and Small Business) and Retail (Small Business) teams, forecasting and budgeting, assisting partners with call planning, scheduling, and data tracking, producing weekly results reports for all product lines, coordinating and developing agent communication tactics, managing strategic incentive campaigns, partnering with the Operations team to optimize performance and process efficiencies, and performing trend analysis 

The successful candidate will be comfortable managing relationships across multi-disciplinary teams, project managing to advance key initiatives, and handling data to provide insightful and relevant analysis to support and define detailed strategies. Attention to detail is an essential quality as the Specialist, Channel Sales Support plays a key role in defining and executing strategies, as well as managing high profile project launches.

 Duties and Responsibilities: 

• Manage budget and operating plans, and formalize strategic business recommendations to increase the effectiveness of our business with internal and external partners. Formalize human resource plans into staffing requirements, and support partner execution and accountability for delivery.
• Create a reporting system that empowers Operations teams to coach employees to develop behaviors that improve our three pillars (activations, quality, efficiency).
• Work closely with internal and external partners to create and maintain high performing Operations teams.
• Develop, recommend and implement new strategies to improve activations, customer experience, order accuracy and overall revenue.
• Communicate with the customer contact channel, Operations group and marketing partners to analyze changes, improvements and future strategies.
• Develop training program strategies, scripting and positioning for customer contact representatives.
• Monitor, analyze and communicate weekly results, while monitoring overall product line performance.
• Conduct ad hoc analysis to identify opportunities with channel partners to improve activations, order accuracy and customer experience.
• Communicate with the Operations team to maximize process performance and efficiency.
• Evaluate the effectiveness of contact with representatives to identify significant performance opportunities.

 Essential Skills and Abilities:

• University degree in a relevant discipline (marketing, administration or finance)
• Experience in performance management and call center operations is an asset
• Strong interpersonal skills and team player; ability to lead and work within close-knit, extended and multi-disciplinary teams. Ability to manage relationships with external partners
• Excellent analytical skills and comfort with data management
• Proficiency in small business ordering tools (EOM, BCRIS, etc.)
• Knowledge of residential services ordering tools (OrderMax) an asset
• Thorough knowledge of Excel and mastery of MS Office applications
• Highly motivated, proactive, autonomous, dynamic and results-oriented
• Passion for creativity and innovation - ability to identify new opportunities and integrate new ideas Strong change management skills required
• Strong analytical, problem solving and decision making skills
• Excellent written and verbal communication skills
• Ability to adapt to change
• Strong ability to work on multiple deliverables simultaneously
• Team player