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Senior Manager, Customer Care
Bell Media
Dorval, , 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.
Bell Residential Markets provides a vast array of communications solutions for our customer base. The Senior Manager, Customer Care role resides within the Customer Support and Sales team and is accountable to lead, coach and motivate an internal and external team providing excellent customer service to our Bell Mobility Customers. If you have a high passion for results, like to drive business improvements and enjoy working in a fast paced team environment, this is the place for you.
Reporting to the Director Customer Care, the Senior Manager, Customer Care, will have the exciting opportunity to lead performance management and business initiatives with the objective to drive continuous improvement to the overall Customer Operations results and Customer experience.
Roles and Responsibilities:
• Leadership of internal and external team members to achieve the Customer Operations priorities
• Management of direct reports and external vendors to drive improvements in key performance indicators such as Resolution, Handle Time, Revenue, Retention and Customer Satisfaction
• Develop, implement and follow-up on tactics to continuously improve performance and processes
• Build strategic and effective partnerships with key partners to identify and resolve technical issues and proactively implement programs to improve the business
• Handle customer escalations; identify root causes and process gaps
• Through deep dives and analytics, incorporate operational enhancements as appropriate to ensure the operations team remains on the cutting edge of providing customers with an exceptional service experience
• Defining business strategy that will complement Tech Support service model to exceed contact centre performance objectives
• Actively involved in the creation of Business Processes to ensure the organization has the optimal process capabilities and overall readiness to drive improved effectiveness and efficiency
Critical Qualifications/Competencies:
• Strong leadership skills with a proven track record in leading and motivating leaders and influencing partners
• Results oriented and thinks out of the box
• Experience in applying Performance Management methods to create and foster a high performance culture
• Exceptional organization and planning skills to deliver on business objectives
• Strong problem solving, data mining and analytical skills with proven ability to put analysis into business context and clearly articulate implications and recommendations
• Autonomous and disciplined self-starter who can deliver solid results in a demanding and rapidly changing environment with minimal supervision
• Proven ability to work collaboratively with other functional groups at all levels such as workforce, finance, IT, senior management etc.
• Experience creating and delivering presentations
• Strong knowledge of MS Office suite, intermediate skills in excel and PowerPoint
• Bilingual (English and French)
Preferred Qualifications:
• Call Centre experience
• Background in technical support
• Understanding of wireless technology products and services
• Familiar with telecommunications consumer products and services
• Ability to work in a 7 x 24 environment that may require occasional evening and weekend work
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Quebec : Dorval
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, QC, Dorval