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Senior Manager, Quality Assurance
Bell Media
Ottawa, , Canada
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Bell is a truly Canadian company with a 136 year track record 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.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
Are you looking for a new challenge in the new year? Is there a way that you can incorporate all of your project, analysis and program leadership experience into a role that greatly impacts the support experience of our customers?
The Customer Care team is responsible for Bell's most important asset, our customers. It is our mandate to ensure that whenever our customers call in seeking assistance, that our team provides top level service and creates a lasting, positive, customer experience. Data in our world is extremely valuable. It gives us clues as to where we have been, where we are now and where we are going in the future. As Senior Manager, Quality Assurance, you will have the unique opportunity to work with performance driven data, taking said data and using it to create programs that will carry our customer care team forward in their pursuit of continued excellence.
Your ability to analyze numbers, create scorecards, put in place key metrics and build programs will allow you to command the attention of our leadership team, and to ultimately implement programs that will enhance the experience of our customers. You will serve as a leader to a team of specialists who help you achieve these goals, and help Bell to remain the top service provider in Canada.
We are looking for an experienced leader for the role of Senior Manager Quality Assurance. This position reports directly to the Director - Customer Care. This role is critical to the execution of the operational strategy for BRS Tech, BM Tech, Collections, Back office and NCS.
Major Responsibilities/Accountabilities:
• Overall accountability for Agent compensation, target setting and reporting to uncover opportunities for improvement
◦ Establish monthly Agent level targets by KPI and function
◦ Analyse and drive results through innovative action plans
◦ Ensure administration of payouts
◦ Communicate programs and progress results to Frontline
◦ Coordinate execution and communication of recognition programs (All Star & Wall of Fame)
• Anticipate and seek new operational process improvement opportunities
• Consolidate roadmap of multi functional initiatives and programs
• Measure the return on investment and alignment of programs to our budget and year end forecasts
• Enable and lead call centre project implementation to drive scorecard improvements
• Analyse viability and progress of call centre initiatives
• Influence and establish call placement strategies based on partner performance
• Partner with internal teams such as finance, marketing, call placement and business insights teams
Essential Skills and Abilities:
• Proficiency in all Microsoft Office applications and data mining
• Strong leadership skills with a proven track record in delivering in fast paced conditions
• Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport.
• Results oriented and thinks out of the box
• Exceptional organization and planning skills to deliver on business objectives and provide visible leadership to broader, virtual teams
• Possess strong negotiation skills and the ability to confidently lead and inspire people through change in a fast paced and rapidly changing environment and marketplace
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal
Application Deadline: 01/31/2017
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, Ottawa