Team Leader, Customer Care - Jobs in Montréal, QC

Job Description

Req Id: 405030At 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.Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.As a Back Office Small Business Team Leader Customer Care you will play an integral role in managing day to day operations while improving and optimizing existing processes to ensure order accuracy and a high level of service. In collaborating with cross-functional teams, the successful candidate will have the opportunity to reengineer fallout management and implement solutions to improve the Customer Experience.Job duties/Accountabilities:

• Identify optimization opportunities and provide statistical data and root cause analysis that will positively impact performance and improve customer experience
• Work collaboratively in a team environment and build on relationships with cross-functional groups such as marketing, regional services and customer care
• Compile and deliver weekly communications and Service Level reports
• Analyze and evaluate agent feedback, making process changes or providing coaching as required
• Effectively manage results
• Be the gate keeper on new product launches to ensure the Back Office team readiness
• Outage management and stakeholder communications
• Manage an internal (external) Back Office team

Critical Qualifications/Competencies:

• Proven high performer with a minimum 3-5 years of related experience
• University degree - business discipline preferred
• Flexible and solutions-oriented with the ability to adapt to a complex, constantly evolving work environment
• Ability to organize and prioritize multiple tasks and meet deadlines in a fast paced environment
• Ability to take initiative with minimal guidance and be comfortable working both as an individual and as part of a team
• Creative and analytical - adept with quantitative and qualitative analysis
• Highly developed interpersonal skills with proven leadership capabilities and a strong commitment to personal development
• Solid oral and written communication and presentation skills
• Strong MS Office skills with particular excellence in Excel
• Knowledge of all Small Business Bell Canada Legacy tools and Front end tools
• Knowledge of all Back Office tools (Digi)
• Knowledge of the Small Business Winback process
• Ability to work in a high paced environment and deal with ambiguity#LI-ST1#talent

#EmployeeReferralProgramAdequate knowledge of French is required for positions in Quebec.Additional Information:Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Quebec : VerdunFlexible work profile: MobileApplication Deadline: 11/07/2022All 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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.Created: Canada, QC, MontrealBell, one of Canadas Top 100 Employers.Quick Apply

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