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Manager, Control Center and Cable Dispatch
Bell Media
Mississauga, , Canada
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Bell is a truly Canadian company with over 136 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
Position Description:
The Ontario Control Centre is responsible for supporting and managing the technician schedules on “day of” for customer appointments. We are open 24/7, 365 days a year.
We are presently looking for a candidate to fill a CP2 Manager position responsible for managing the Cable Dispatch Team.
The manager's tasks will include supervising a team of clerical employees while managing the needs of our internal and external customers to ensure business metrics are met. The candidate will be responsible to coach and to performance manage direct reports, develop and build relationships with external groups. Their responsibility will also include working with the employees to ensure client requirements, and critical timelines are met. The manager will be responsible for managing process improvement within the team, product/process change integration and adoption by direct reports. There is also a requirement to oversee customer escalations. The position is particularly suited to those individuals who are independant and have a strong understanding of performance management and process management. Previous experience in Cable is a graet asset.
Job Duties/Accountabilities:
• Lead and support a team of CEP clerical employees
• Manage employee performance: Coach and supervise staff performance, development, presence at work, call quality
• Manage and maintain employee coaching files
• Manage and maintain payroll, attendance records
• Perform “duty manager” role during off normal periods that include evening, weekend, holiday coverage.
• Oversee the accelerated processes for escalations that include jeopardies related technician re-assignment or missed due date avoidance.
• Maintain business metrics, provide reporting and perform analytics on business trends, changes
• Use data and analytics to find continuous improvement opportunities
• Support crossfunctional projects impacting the Cable team
Critical Qualifications/Competencies:
• Experience in people management
• Strong leadership skills
• Ability to thrive in ambiguous situations, requiring minimal direction or instruction
• Strong problem solving and decision making skills
Preferred Qualifications/Competencies:
• Knowledge of the Provisioning and Assurance process
• Knowledge of Field Services process
• Proficient in MS Microsoft Office
• Knowledge of Bell Systems: FWFM, Action!, CALRS, WFMS, BCRIS (need to add some information here)
• Control Center experience and process knowledge
• Call Centre knowledge (to manage productivity metrics)
• Knowledge of Symposium and inbound call centre metrics
• Experience in Cable is a plus
Working Conditions:
• Current hours of operation will remain, however hours are subject to change.
• Hours of operation 6:30am through 9:30pm Monday to Friday, and 6:30am through 9:00pm Saturday and Sunday.
• Managers are required to work duty shifts
• Based on business needs hours of operation are subject to change.
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 01/20/2017
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga