Req Id: 254352
At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.
If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, 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.
The Bell Customer Operations Strategy, Design and Delivery team is at the forefront in the design and delivery of large capital and IT dependent programs focused on supporting the achievement of Bell’s Strategic Imperatives. If you are a dynamic, technical and execution (critical thinking/analytical) focused project manager, we have room for you to grow within our team.
Reporting directly to the Senior Manager, Program Design & Delivery, the Project Manager is accountable for the successful design, planning and implementation of call center projects that help Bell deliver a best in class customer/agent experience. Specifically the candidate will be responsible for implementing new processes and system enhancements with a focus on facilitating sales and revenue growth across the call centers by identifying opportunities and influencing key stakeholders to improve the customer and agent experience. The candidate will also act as the liaison between Customer Operations, Marketing, Sales and IT etc. to limit the impacts to the agent and customer experience throughout the project life cycle.
The Project Manager must be a highly motivated and professional individual with a passion for driving results, championing the customer and agent experience and delivering initiatives on time and on budget. If you have demonstrated experience planning and delivering change management projects on a small or medium scale, this is a great opportunity to contribute to Bell’s strategic imperatives.
Job Duties / Responsibilities:
Partnering with multiple stakeholders to analyze and define new processes/technological enhancements to provide best in class customer and agent experience and specifically leading the expansion of direct selling into the call centers.
Define, develop, and execute targeted campaigns to accelerate sales, increase activations and reduce returns/churn.
Conduct deep dive/leverage analytic skills to devise further opportunities to accelerate sales and revenue growth through close partnership with Marketing, Sales, Operations, IT and industry research.
Identify opportunity and business benefits; develop business cases and financial forecasts.
Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, Scope, WBS, Budget, Action Registers, etc.).
Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions.
Provide regular updates on project status, including risk management to executive team.
Critical Qualifications / Competencies:
Previous experience in BRS/BM/Aliant call center environment and excellent understanding of the processes and agent desktop.
Innate ability to seek out and solve problems, transform data into actionable items.
Strong financial and business acument with the proven ability to support the development of business cases and financial forecasts.
Experience designing and leading small to medium scale projects of varying levels of complexity and scope, preferably within the Telecom or Technology space.
Strong sense of urgency and ability to prioritize tasks.
Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables.
Strong analytical skills with the ability to leverage many data sources to produce a thorough and complete view of a problem or process.
Ability to work in a fast paced environment and manage multiple projects through effective prioritization.
Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills.
Previous experience in telecommunication, call center and business analysis is an asset.
Bachelors Degree in Business, Engineering, Computer Science, or Marketing is an asset.
Project Management Designation/Certification is an asset.
MS Office (including MS Project, and Visio) and data analysis (using SAS/SQL) expertise is an asset.
Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec.
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Mississauga
Application Deadline: 07/17/2020
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@example.com to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at firstname.lastname@example.org.
Created: Canada, ON, Mississauga
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