Manager, Client Service Operations, Hybrid Work

5 months ago

Verdun, Canada Bell Canada Full time

Req Id: 411071

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.

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.

**Summary**:
Within the Bell Business Markets, the service assurance desk team has the overall accountability to manage the service assurance (after sales support) experience of our business customers. Our Service Desk business model is customer-centric and is primarily intended to provide a Single Point of Contact ("SPOC") for our customer’s various products and services. This seamless approach to customer service has been a key factor in achieving industry-leading levels of customer satisfaction. Our business strategy moving forward is to leverage this strong base and promote our new solutions. We are going through a business transformation project to enhance the Service desk tools and processes to achieve measurable improvements in efficiency.

We are looking for a dynamic individual to support the Bell Business Markets Service desk team. This team leader is responsible to ensure the customer’s service level objectives are being met and to support various initiatives within the business plan. Achieving these objectives requires a results-oriented individual, who is capable of managing a unionized team.

This leader will have the overall accountability for a team of experienced CEP - Craft employees, who ultimately own the Service Assurance customer experience (which includes managing trouble incidents, escalating when necessary, monitoring, and communicating resolutions). The team also manages complex deals, which include SLAs/SLOs and may involve customized or unique repair business processes. New deals, customers, and processes are constantly being introduced within this team.

**Key Responsibilities**:

- Provide leadership and direction to a team of unionized CEP Technicians who act as the customer’s single point of accountability for all their Service Assurance needs. The leader is ultimately responsible to manage a 7/24/365 team of unionized CEP workforce
- Accountable for the overall management of performance, workload and scheduling for the Service Desk
- Provide leadership and coaching to the staff
- Involved in employee selection, career development, succession planning and periodic training. Includes being accountable for additional cross training and the introduction of new deals and/or technologies
- Manage presence at work, medical, scheduling, payroll and vacation planning as well as general employee concerns
- Foster an environment where employees look forward to coming to work each day, enjoy the challenges and work as a team
- Change management competency, effectively lead the team through the numerus changes to our organization
- Achieve business and organization goals, visions and objectives. Evolve the role and accountabilities of various functions within the service desk to meet business requirements
- Analyze report, provide recommendations, and develop strategies on how to improve customer service quality while optimizing productivity
- Identify, deliver, and implement changes to working practices and systems that will ensure significant improvement in member satisfaction, business efficiency and sustainability
- Maintain a high level of knowledge of the service assurance business processes and is accountable to enhance the customer’s service assurance experience
- Interface with various internal (including the Incident Management teams) and external groups (partners and suppliers). Build and maintain strong relationships to deliver on business requirements and meet customer expectations

**Critical Qualifications**:

- 2+ years of management experience
- Ability to act as a change manager (change initiatives)
- Data and Information Analysis, details oriented
- Knowledge of Microsoft Office (Intermediate Level)

**Preferred Qualifications**:

- Management of unionized employees
- ITIL certification or a solid understanding of the ITIL methodology
- Advanced understanding of key Bell operational processes (Service Assurance and Service Provisioning, etc)
- Strong knowledge of Voice, Data and IP business solutions
- Strong knowledge of IT/Application support

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Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management
**Job Status**:Regular - Full Time
**Job Location**:Canada : Quebec : Verdun || Canada : Ontario : Ottawa || Canada : Quebec : Dorval || Canada : Quebec : Montreal
**Work Arrangement**: Hybri

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