Manager, Client Service Operations
3 weeks ago
Req Id: 412292
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.
Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.
**Summary**:
The Manager, Client Service Operations is accountable to provide pro-active or re-active solutions for all the different aspects of Problems ‘related to customers’. Our business model is highly customer-centric, with shared accountability between Service teams for managing customer issues. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services. The Manager, Client Service Operations plays a key role and is an integral part of the end-to-end solution.
**Key Responsibilities**:
- Responsible to implement solutions to improve the customer experience
- Produce and Review Post Mortem Reports in a timely manner
- Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
- Coordinate with internal teams, partners and suppliers in the managed services and custom deal product space to establish communications and manage expectations
- Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
- Provide communications to internal business groups and executives throughout the Problems record life cycle
- Identify service improvement opportunities and analyze Risk Assessments
- Acts as the single point of contact for all customer escalations and service assurance related issues ensuring quality control
**Critical Qualifications**:
- 2 years or more industry experience
- In-depth knowledge of telecommunications industry:
- Data Centers
- Managed Services (Voice and Data),
- LAN/WAN technologies
- Security Solutions
- VoIP
- Maintain quality and efficiency in a constantly evolving environment
- Ability to work under pressure and multitask
- Strong analytical skills with deductive reasoning capabilities
- Excellent oral and written communication skills
- A recognized leader with a proven track record of using teamwork to create a competitive advantage
**Preferred Qualifications**:
- Business Administration or Engineering degree or equivalent
- Knowledge of Service Now, Maximo or other ITSM systems or similar Network Vendors
- MicroStrategy
- Microsoft Office products
- ITIL Foundations
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 || Canada : Alberta : Calgary || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Toronto
**Work Arrangement**: Hybrid
**Application Deadline**:07/28/2023
Created: Canada, QC, Montreal
**Bell, one of **Canada's Top 100 Employers.
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