Manager, Sales Coe

4 weeks ago

Montréal, Canada CONSUMER & SMBMARCHÉ CONSOMMATEUR & PME Full time

Req Id: 408770

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.

**Summary**:
The Medium Business team is looking for an empowered self-started manager who can push through barriers to make it right.

The Medium Business team is a highly energetic, dynamic environment filled with the unpredictable and unexpected, putting decision-making skills to the test on a daily basis. You will need a proven record of accomplishment in creating and leading a positive healthy climate allowing others around you to make it personal and deliver the very best with every contact. If you enjoy challenges and thrive in such an atmosphere then this position could be for you.

**Key Responsibilities**:

- Manage a team responsible of supporting all the Medium Sales people through Webex Chat and live dialogue
- Maintain high standard quality on support provided by the team including uniformity and accuracy
- Drive the ability of the team to find and address process gap till resolution
- Ensure Standard Operating Procedures are practiced and followed on an ongoing basis
- Respond to Executive team, process urgent requests and provide resolution updates
- Listen, mobilize and lead team through decision making and process changes
- Maintain and meet deadlines for all complaint avenues
- Continue to make process recommendations and improvements by asking questions, engaging team and sharing ideas
- Performance managing of internal & external partners
- Coach, develop and motivate Team Leaders & agents to meet and exceed
- Customer and business expectations.
- Manage escalations and complex situations and maintain an inclusive relationship
- With all key stakeholders
- Leverage insights and opportunities from data and metrics to build strategies and make recommendations
- Analyze KPI results at agent level to understand trends and opportunities
- Build performance management dashboard to log and monitor agent performance trends and actions taken - providing efficient & detailed history of performance for every agent
- Build Weekly Business Reviews on agents performance and facilitates monthly updates to executives/directors

**Critical Qualifications**:

- Strong leadership skills
- Excellent strategic thinking, statistics, modelling, and problem-solving skills
- Highly organized and able to manage multiple projects simultaneously and deliver on tight deadlines
- Proven ability to gather, organize and manipulate data and turn results into insights
- Strong presentation skills and an ability to communicate effectively
- Strong customer orientation, the ability to resolve customer service issues, negotiate with clients and representatives while maintaining and growing a strong partnership with other departments
- Ability to stay calm under pressure
- Performance management (Coaching)
- Detail Oriented
- Experience in leading a team
- Demonstrates a commitment to personal development
- Strong written and verbal communication
- Microsoft Office - Intermediate level of Word, PowerPoint & Excel
- Bilingualism (English and French)
- Knowledge of SAS, MicroStrategy, and advanced level of Excel would be an asset.

LI-ST1
talent

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**: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, QC, Montreal

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

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