Manager, Control Center


Bell is a truly Canadian company with over 138 years of success. We are defined by the passion of our team members and their belief in our company's vast potential.
To ensure we continue to be recognized as Canada's leading communications company, we're committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you're passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer's premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer's premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
The Atlantic Control Centre team resides within the Field Services Operational Support division, supporting the field workforce to improve the customer experience and ensure optimal performance of our field teams.
The team is at the centre of the action for real time operations, focusing on:
  • Analyzing and implementing new initiatives to continue improving both groups to deliver an enhanced customer experience
  • Ensuring we meet all customer appointment commitments while achieving our strategic imperatives
  • Supporting technicians with their workloads and day to day operations and with the escalations
  • Driving a customer focused culture

We are presently looking for a candidate to fill a CP2 Manager position responsible for managing a team comprised of dispatch and assigning agents.
The manager's tasks will include supervising a team of unionized employees while managing the needs of our internal and external customers to ensure business metrics are met. The candidate will be responsible to coach and to performance manage direct reports, develop and build relationships with external groups. Their responsibility will also include working with the employees to ensure client requirements, and critical timelines are met. The manager will be responsible for analyzing and managing process improvement within the team, product/process change integration and adoption by direct reports. There is also a requirement to oversee customer escalations. The position is particularly suited to those individuals who are independent and have a strong understanding of performance management and process management. With a strong focus on process improvement, data analysis will be a key task for this individual. Previous experience in field and/or a call centre is a great asset.
Job Duties/Accountabilities:
  • Lead and support a team of clerical and craft employees; across 2 disciples (Dispatch and Assigning)
  • Manage employee performance: Coach and supervise staff performance, development, presence at work, call quality; maintain employee coaching files, including attendance records
  • Perform "duty manager" role during off normal periods that include evening, weekend, holiday coverage.
  • Oversee the accelerated processes for escalations that include jeopardies related technician re-assignment or missed due date avoidance
  • Ensure that key service metrics are met, implement risk mitigation plans, identify patterns for coaching or process improvement opportunities through daily management observations;
  • Maintain business metrics, provide reporting and perform analytics on business trends, changes
  • Analyze data to understand results and drivers to identify gaps and recommend process improvements
  • Support cross functional projects impacting the Control Centre Team

Critical Qualifications/Competencies:
  • Experience in people management, or experience in Workforce Management
  • Strong leadership skills
  • Strong analytical skills
  • Proficient in MS Microsoft Office especially Excel and PowerPoint
  • Ability to thrive in ambiguous situations, requiring minimal direction or instruction
  • Strong problem solving and decision making skills
  • Highly motivated, proactive, self driven, dynamic and results-oriented with desire to influence and promote change
  • Ability to thrive in ambiguous situations, requiring minimal direction or instruction

Preferred Qualifications/Competencies:
  • Knowledge of the Provisioning and Assurance process
  • Knowledge of Field Services process
  • Knowledge of Bell Systems: Click, Action, Access Care, Martens, CSM
  • Control Center experience and process knowledge
  • Call Centre knowledge to manage productivity metrics
  • Knowledge of call centre metrics, an asset

Working conditions:
  • Regular Business hours; manager may be asked to work weekends, evenings and/or shift end at 6pm
  • Control Centre Hours of operation 7:00am (ATL) through 8:00pm (ATL) Monday to Friday, and 7:00am (ATL) through 6:00pm (ATL) Saturday and Sunday.
  • Managers are required to work duty shifts
  • Based on business needs, hours of operation are subject to change.

#LI-SAH1
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Newfoundland : Mount Pearl || Canada : Newfoundland : St. John's
Application Deadline: 06/18/2018
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada , NL , Mount Pearl
Apply Now