Coordinator, Tech Services Operations
in Montreal, QC

Montreal, QC
Full-time - Permanent
Experienced
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Competition Number: 376159

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. 

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The Source is Canada's largest tech retailer, and every day we come into work excited to share cool tech and amazing brands with our fellow Canadians. From your local shopping centre to cool music festivals, we are where Canadians live, work and play.

Every day our Associates across the country help Canadians find the tech they want and need. The Source is a great place to work and we are committed to your development through best in class training programs that help you do your best. Behind our in-store Associates is a supporting team of professionals who curate our product assortment, ensure on-time deliveries, create engaging marketing campaigns and help keep our systems running at peak capacity.

We are passionate about what we do and look for individuals with their own passion, curiosity and genuine helpfulness to join us!

The Role:
The Source team is seeking an analytical thinker, someone who is keen on customer experience, passionate about learning, and possesses strong interpersonal skills to drive product success of our Tech Services portfolio.

This individual is responsible for the executional support of both the front-end in channel execution and back-end program support of the Extended Protection and Whole Home Tech Support programs and will act as the liaison between The Source's partners. The role focuses in three main areas; Program Operations, Process and Execution and Opportunity Analysis related to our Tech Services portfolio.

The successful candidate will report to the Senior Consultant and will work cross-functionally with partners throughout the organization including Marketing Communications, Business Intelligence, Retail Execution and Operations, Merchandising, IT, as well as our key third-party vendor.

Program Operations

You'll champion the program and execute on strategic initiatives that drive sales across the Omni-Channel: including Corporate Retail, TheSource.ca, our Direct channels (phone and live chat), and Dealer channel. You will support The Source teams and strategic partners with projects that impact The Tech Services portfolio - activities such as partner driven enhancements, tactical adjustments, maintenance, operational improvements as identified by the team.

Process and Execution

You'll partner with stakeholders across the business to identify key opportunities, review processes, implement solutions that improve outcomes for customers and our team members. Act as the ambassador for the services and other outside projects/factors impacting operations, and as the SME for the end-to-end processes and customer experience.

Opportunity Analysis

You'll use your analytical skills to closely monitor customer and partner performance, develop new and unique KPIs to measure success; Analyze data to quantify gaps / opportunities and make appropriate recommendations to drive sales, process improvements, insights and identify business opportunities.

Key Responsibilities:

  • Track and monitor progress and actions against key program deliverables; resolve collision points and prioritize actions as required
  • Provide regular program updates to key stakeholders and sponsors
  • Partner closely with retail sales channels to drive best in class product sales performance and attach rates
  • Collaborate w/ Retail, Merch and Marketing to execute campaigns to grow the business
  • Review and action partner inquiries; monitor and track closure rate, escalations and provide updates to key stakeholders
  • Engage with Partner on monthly reports, review sessions, quality of service and adherence to SLA's to identify, validate and implement changes to program
  • Review and adapt business processes in partnership with key stakeholders
  • Pull raw data from various systems, analyze, build and monitor reports with key stakeholders
  • Engage with business and partner on Gift card process - ensuring required stakeholders are informed and or actioning required changes.

Essential Requirements:

  • Strong analytical skills, with the ability to interpret data and generate insight and action 
  • Ability to quickly assess information and find "what does this mean for the business"
  • Strong business and financial acumen
  • Excellent communication, planning & organizational skills
  • Strong problem-solving skills, as well as the ability to initiate and drive change
  • Highly organized with an ability to adapt to a fast-paced, constantly changing environment and priorities
  • Results-oriented and resourceful, with the ability to think outside the box
  • A self-starter, strong desire to learn and grow within the business 
  • Proficient in MS Office (Excel, PowerPoint, Word) with advanced Excel skills
  • Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

As Canada's favourite tech retailer you have the opportunity to work close to home - and we're also

proud to offer a competitive compensation package that includes an extensive recognition and

rewards program, career development opportunities, multi-faceted training programs, competitive

medical and dental benefits, charity and volunteer opportunities and of course, associate discounts!

The Source celebrates and embraces diversity as part of our culture. We strive to be an inclusive,

equitable and accessible environment that supports both our internal and external customers,

ensuring everyone feels valued and respected. Accommodations are available on request for all

candidates taking part in any aspects of the selection process. For a confidential inquiry, simply

email your recruiter directly or [email protected] to make arrangements.

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#EmployeeReferralProgram

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

Additional Information:

Position Type: Non Management 
Job Status:
Regular - Full Time 
Position Level:
Non Management 
Job Location:
Canada : Ontario : Barrie || Canada : Ontario : Mississauga || Canada : Quebec : Montreal 
Flexible work profile :
Mobile
Contact Name:
Application Deadline:
08/31/2022 

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].

Please note that you may be required to submit your current Performance Review rating to the hiring leader during the recruitment process.

Created: Canada, ON, Mississauga

Company Website: http://bell.ca/careers
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About Bell

Canada’s largest communications provider, Bell is at the forefront in delivering world-leading broadband networks, the next-generation services consumers and businesses rely on, and the media content that Canadians want the most.

Joining the Bell team puts you at the centre as we connect Canadians with each other and the world. Recognized as one of Canada’s Top Employers for Young People and a Best Diversity Employer, Bell offers a wide range of career opportunities: network engineering, research & development, customer service, IT, media production, marketing, finance and many more.

Our more than 50,000 team members in every province and territory of the country work in an environment that promotes collaboration, creativity and professional growth, while the positive impact of Bell Let’s Talk is reflected in our award-winning mental wellness workplace programs.

If you’re looking to bring game-changing ideas to life, we encourage you to consider joining the Bell team.

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