Req Id:

Bell is a truly Canadian company with a 137 year track record of success. We are defined by the passion of our team members and their belief in our companys vast potential.

To ensure we continue to be recognized as Canadas leading communications company, were committed to finding and developing the next generation of leaders. This means creating best:in:class career and development opportunities for our employees.

If youre passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.

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 customers premises on time, every time. We are committed to ensure that Bells 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, and Bell Total Connect.

This is a fast paced environment with a focus on delivering superior customer service.

Reporting to the Sr. Manager of Project Delivery, the Manager of Support and process improvement will work closely with virtual teams providing operational support by leading improvement initiatives and project delivery looking to innovate the Field Services Support teams and end to end customer experience. This individual requires a solid knowledge of the operation, the teams, the systems and tools/processes of Field Services

Key Accountabilities:

:Responsible for being part of a team of process improvement specialists accountable to identify process improvement and alignment opportunities
:Accountable to Lead and develop strategic short and long:term plans on communication and support through various mediums (i.e. face to face, electronic, video, conference call)
:Accountable to identify/implement sustainable best practices and streamlined processes supporting Field Operations.
:Responsible for project delivery including but not limited to: BRD/SRS, developing training plan, communications, change management
:Anticipates opportunities and potential solutions, and leads cross:functional teams through the problem resolution process
:Develop and maintain strong relationships and partnerships with the business partners/stakeholders working collaboratively in a team environment with colleagues and senior client leadership
:Establish and execute communication plans, change management and benefit tracking strategies.
:Performance management; coach and supervise staff development

Critical Qualifications/Competencies:

:University or College degree in telecommunications, business management or equivalent
:Minimum 2 years of experience in process improvement or project delivery role
:Excellent skills in Excel and PowerPoint, MS Project is an asset
:Energetic self:starter who thrives in a fast:paced environment
:Proven leadership skills, influencing others with the ability to get things done
:Strong analytical skills with the experience in developing / managing business requirements
:Focused on Customer experience, creative thinker and solid adept with quantitative and qualitative analysis
:Results:driven who is able to grasp and communicate complex ideas clearly; deadline driven with excellent project and time management skills
:Experience in leading/driving change and change management plans
:Solid knowledge of t

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