Manager, Employee Services

2 weeks ago


Québec, Quebec, Canada Bell Canada Full time
Req Id: 408216


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we're revolutionizing how Canadians communicate.


If you're ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team.


Key Responsibilities:

  • Manage a team of unionized employees including objective settings and performance management;
  • Plan and coordinate activities related to coaching, quality validation, escalations and complex cases, all with precision and according to established deadlines;
  • Conduct regular analysis to assess trends and workload;
  • Analyze various key performance indicators to establish the performance of the team; (Volumes of calls, daily activities, trends)
  • Provide feedback to assist in the creation of performance improvement goals and the development of training programs
  • Analyze and review processes to simplify and increase the effectiveness of the team;
  • Develop, plan and coordinate agent training;
  • Elaborate, plan and coordinate the agent's training;
  • Address situations proactively;
  • Act as a resource person for the Employee Services team for all matters relating to quality, coaching and complex cases
  • Participate in several contact center transformation initiatives

Critical Qualifications:

  • Postsecondary diploma as well as three to five years of experience in the position of manager;
  • Experience in a unionized work environment;
  • Ability to work effectively independently and in a team;
  • Excellent skills in oral and written communication ;
  • Great personal and professional integrity;
  • Great analytical skills;
  • Winning and positive attitude;
  • Knowledge of concepts related to workforce management;
  • Knowledge of IEX;
  • Knowledge of Microsoft Office software (Word, Excel, Powerpoint) (intermediate to advanced level).

Preferred Qualifications:

  • CPA Certification
  • Certified Payroll Manager of similar experience
  • Experience SAP payroll systems
  • Experience in a call center environment
  • Experience in workforce management
EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:
Management

Job Status:
Regular - Full Time

Job Location:
Canada : Quebec : Montreal

Flexible work profile :
Mobile

Application Deadline:02/15/2023


All team members are expected to reside in Canada and within a reasonable commuting distance from their work location to ensure that they are able to come to the office as required, whether the visit is planned or unplanned.


Created:
Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.

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