Manager, Control Center

2 weeks ago

Toronto, Canada Bell Canada Full time

**Req Id**:408769

Are you ready to grow your career by taking on a new role at Bell? We always look for qualified internal applicants within our own team to support their development.

Bell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.

**Job description**:
Reporting to the Senior Manager, Control Centre, the manager will lead a team of clerical associates who are responsible for managing coded orders, cycle time SLAs and customer notification. The Control Centre is responsible to ensure that the appropriate Calendar thresholds are available and balanced between products and market offerings, that technicians are loaded jobs in the most optimal route, and that any and all roadblocks are resolved.

**Key Responsibilities**:

- Lead a team of unionized clerical associates in meeting or exceeding service indicators (Arrive Lates, Plant Load, WOW, SDND, 2 day calendar offering, 2 hour interval, etc).
- Create and execute strategies for improved forecasting and methods/tools including communications plans and change management
- Manage productivity improvement initiatives and processes that impact operational teams
- Partner with various support teams (project, process and training) to develop and implement work methods and respond to ongoing changes in the organization’s priorities
- Develop recruitment & hiring strategies, ensure effective performance management, and direct and supervise staff development. Work with support teams to develop employee competencies
- Anticipate opportunities and potential solutions, and lead cross-functional teams through the problem-resolution process
- Develop relationships with external partners, departments and work in collaboration with colleagues Remove obstacles blocking or slowing down teams; lead escalation resolution

**Critical Qualifications**:

- Bachelors Degree or Masters in a discipline such as: Business Analytics, Mathematics, Economics, Engineering, Computer science, or quantitative discipline (ie. Experience in forecasting and/or workforce management)
- Minimum of three years of experience in staff management, proven analytical role
- Excellent knowledge of office software (Excel, PowerPoint) with ability to quickly build a clear presentation for an executive audience that graphically explains strategy, opportunities, business insight
- Experience in executive presentations; bilingual, excellent oral & written
- Results-oriented, with the ability to generate results in a consistent manner
- Highly motivated, proactive, self driven, dynamic and results-oriented with desire to influence and promote change
- Strong leadership skills: ability to listen, influence and establish relationships
- Ability to make the right decisions quickly, particularly in highly stressful situations
- Ability to adapt easily to an ever-changing environment
- Ability to set priorities, meet deadlines and find ways to continually improve the district’s daily activities
- Ability to work independently with minimum supervision

**Preferred Qualifications**:

- Working knowledge of Field Services
- Experience in the operations of telecommunications networks, including expertise in the service provisioning and service assurance areas
- Knowledge of the Provisioning and Assurance process
- Knowledge of SAS, SQL
- Knowledge of Bell Systems: FWFM, Action, Click, WFMS, BCRIS

LI-NA

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management
**Job Status**:Regular Term - Full Time
**Job Location**:Canada : Ontario : Toronto || Canada : Ontario : Bradford || Canada : Ontario : Brampton || Canada : Ontario : Cambridge || Canada : Ontario : Cornwall || Canada : Ontario : Dundas || Canada : Ontario : Etobicoke || Canada : Ontario : Greater Sudbury || Canada : Ontario : Hamilton || Canada : Ontario : Markham || Canada : Ontario : Milton || Canada : Ontario : Mississauga || Canada : Ontario : Newmarket || Canada : Ontario : Scarborough || Canada : Ontario : Vaughan || Canada : Ontario : Whitby
**Flexible work profile**:Mobile
**Application Deadline**:03/24/2023

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, ON, Toronto

**Bell, one of **Canada's Top 100 Employers.

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