Training Facilitator, Bell Mobility

Req Id: 425318

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.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

**Summary**:
**Major Responsibilities/Accountabilities**:

- Build specific training programs for agents in function of new and existing contracts and technologies (LMRN, MCN, RSP25, TMR2)
- Establish and communicate the training grid/schedule
- Provide required training according to the approved schedules
- Monitor the competence of teams/agents using observations and quality performance indicators
- Provide the training and coaching necessary to improve the skills of agents according to specific and individual needs
- Work closely with project managers and operation leaders to improve agent performance and customer experience. This includes in-depth performance and quality analyzes to identify opportunities and provide recommendations
- Work in partnership with many teams in order to understand and explain the gaps and fluctuations in data at the level of agent skills in relation to the objectives of Customer Service and the business unit
- Provide reports to operations on trend in training indicators
- Support and manage operational needs: assuming both normal On-line and Off-line agent duties
- Collaborate closely with all Service Desk teams and backfill for other Support duties (Training, WFM)
- Availability to work on a flexible schedule

**Essential Skills and Abilities**:

- Strong training/coaching skills
- Full understanding of the call center environment
- Strong ability to work with ambiguity
- Behavior modeling and coaching
- Autonomous and disciplined self-starter who can work in a demanding and rapidly changing environment
- Excellent time management and organizational skills
- Ability to integrate AI into the trainer’s role: Use of artificial intelligence tools ( e.g. learning assistants, data analysis, content generation) to enhance teaching methods and training delivery

**Qualifications**:

- Recognized training/Coaching certification
- 2 years of experience in training/coaching
- Experience in analytics and process improvement
- Excellent understanding of the call centers tools and associated key performance indicators
- ITIL Certified (preferred)
- Undergraduate degree or equivalent experience

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**: Non Management
**Job Status**: Regular - Full Time
**Job Location**: Canada : Quebec : Montreal
**Work Arrangement**:Hybrid
**Application Deadline**: 09/16/2025

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Created: Canada, QC, Montreal

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