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Manager, Québec Control Centre team, CP2


This is a Contract position in Montreal, QC posted November 26, 2019.

Req Id: 239994 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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.

Using innovative operational theory, tools and techniques, the Field Services team provides installation and repair services for business and residential customers using the latest technology, including Fibre.

The team ensures that Bell’s network, products and services are of the highest standard to offer customers the best possible experience.

The Québec Control Centre team is part of the Field Services Operations Support team and supports more than 3,000 field technicians assigned to millions of customer visits each year.

Their goal is to ensure an optimal balance between customer experience and operational efficiency.

The team’s role is to provide support to field technicians, focusing on: Analyzing and implementing new initiatives to continue improving the group to deliver an enhanced customer experience Making sure we achieve our service (Service Level Agreement, or SLA; call handling time, occupancy rate) and quality assurance objectives Supporting field staff with day-to-day exceptions The manager’s tasks will include the following: Support cross-functional projects impacting the Québec Control Centre team and implement strategic plans to continue to drive operations Analyze data to understand results and drivers to identify weaknesses and recommend or lead process improvements Anticipate opportunities and identify innovative solutions to optimize operations in the short, medium and long term using available data Manage 10 to 20 unionized employees: coaching, performance management, mobilization Maintain business metrics, provide reporting, and perform analytics on business process trends and changes Build and consolidate subcontractor relationships while managing his performance.

Spearhead change-management plans (communication, training, execution, etc.) Support all colleagues in achieving group objectives Build and strengthen ties with internal and external Bell teams Prepare material for presentations to senior management Play an “on-duty manager” role outside regular working hours, including evenings, weekends and holidays (on rotation with other Control Centre managers) This position is particularly suited to individuals who are independent and have strong analytical, process improvement, change management and performance management skills.

With a strong focus on the implementation of innovative solutions and process enhancement support, data analysis will be a key task for this individual.

Critical Qualifications/Competencies: Bachelor’s degree in business administration, operations or engineering Proficiency in Microsoft Office, especially Excel and PowerPoint Excellent analytical skills and experience in data analysis and/or staff management and/or continuous improvement Strong leadership skills Demonstrates strong creative and critical thinking Ability to thrive in ambiguous situations and work with minimal supervision Strong problem-solving and decision-making skills Addresses situations proactively Highly motivated, proactive, self-driven, dynamic and results-oriented, with a desire to influence and promote change Ability to communicate effectively (verbally / in writing / by means of presentations) with a group or before an audience Preferred Qualifications and Competencies: Entrepreneurial mindset and desire to transform and improve operations Knowledge of the key indicators used in call centres Basic knowledge of organizational psychology Knowledge of SQL/SAS Knowledge of ThinkCell An interest for the telecommunications/workforce management field Working Conditions: Regular business hours; manager may be asked to work weekends or evenings (on rotation).

Control Centre hours of operation are 6 a.m.

through 9 p.m.

Monday to Friday, and 8 a.m.

through 7 p.m.

Saturday and Sunday.

Hours of operation are subject to change based on business needs If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.

LI-CM1 Bilingualism is required (English and French); 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 Application Deadline: 12/20/2019 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 to make arrangements.

If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at .

Created: Canada , QC , Montreal