Senior Manager, Contact Center Solutions
in Montreal, QC

Montreal, QC
Full-time - Permanent
Experienced
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Competition Number: 406538
Company Website: http://bell.ca/careers

Req Id: 406538


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.


Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We're proud to be Canada's leading provider of broadband network and communication services for businesses and governments.

La pratique de solutions centre de contact est à la recherche d'un gestionnaire principal d'expérience en solutions de centres de contacts, qui participera au développement des affaires, et verra au développement continu de son équipe.

Votre rôle

Le gestionnaire principal est chargé d'élaborer et de faire évoluer les stratégies visant mieux livrer nos solutions centres de contacts, tout en maintenant un niveau élevé de satisfaction des clients, ainsi que de ses employés.

Nous sommes à la recherche d'une personne expérimentée qui pourra non seulement s'acquitter de leurs principales responsabilités à la gestion de son équipe, mais aussi de contribuer au développement de la pratique et de son évolution technologique.

Dans le cadre de vos fonctions, vous êtes également chargé de proposer des options pour faire évoluer nos méthodologies de livraisons. Relevant du directeur national et collaborant avec celui-ci et ses pairs, le titulaire de ce poste fait des recommandations pour améliorer l'état des résultats de performance dans toutes les fonctions liées à la pratique de centre de contacts, en accordant la priorité aux livraisons de solutions, mais aussi, le cas échéant, aux ventes, marketing et finances.

Le candidat choisi devra également posséder de bonnes aptitudes pour l'analyse et être capable de communiquer et d'exposer des questions importantes à tous les échelons de la direction et de la haute direction. Nous sommes à la recherche d'une personne ayant un bon esprit d'équipe et d'excellentes aptitudes pour la communication, les relations interpersonnelles, ainsi qu'une très grande habileté à la résolution de problèmes.

Sommaire des responsabilités :

Travaillant en étroite collaboration avec le directeur national, pratique centre de contacts, vous serez appelé à :

• Gérer l'une des équipes de livraison de solution centre de contacts, le tout en association avec les autres Gestionnaires principaux de la pratique
• Livrer des solutions de centres de contacts en mode projet
• Effectuer un suivi sur la qualité des livraisons, ainsi que le respect des échéanciers, tout en tenant compte des attentes de nos clients
• Assurer le développement des membres de votre équipe
• Participer aux appels de gouvernance avec les clients externes, tout comme ceux internes
• Collaborer étroitement avec nos équipes de développement des affaires, ainsi que des fournisseurs externes
• Travailler avec l'équipe Gestion des produits et l'équipe des ventes en fonction des stratégies de croissance.

Qualities and skills sought

  • Excels in an environment of high technological growth and specifically around CcaaS solution
  • Excellent organizational skills, initiative and the ability to work with minimal supervision
  • Excellent networking skills within the immediate organization, across the company, and with external customers and suppliers
  • Ability to creatively solve problems and innovate
  • Proactivity, and especially have ability to lead and stimulate virtual teams
  • Excellent technical knowledge coupled with business acumen
  • Innovative spirit, and able to question the status quo
  • Passion for new technologies
  • Solid knowledge of Contact Center solutions & product suites (Genesys or other)
  • Knowledge of other contact centre solutions, such as workforce management, workforce optimization, including omni-channel and analytics, and others
  • Knowledge of voice biometric technologies would be an asset
  • Cloud solution delivery experience is an asset (Nice CXOne, Genesys Cloud, Amazon Connect, Google CCAI or other)
  • Strong customer skills, with work experience at customer sites

Minimum requirements (must haves)

  • Solid knowledge of the contact center environment including CCaaS,either in consultation and / or in management
  • Have the ability to manage a team of technical resources, including their continuous development
  • Strategic thinking, ability to express oneself well, excellent presentation skills
  • Skills for analysis and decision making
  • Ability to develop delivery strategies
  • Project management skills and ability to coordinate a team in order to prioritize deliverables
  • French, spoken and written

#LI-SS1 #tech #talent #indeed #monster

#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 || Canada : Quebec : Verdun
Flexible work profile:
Mobile
Application Deadline: 01/27/2023

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.

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].

Created: Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.

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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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