Summary

The Customer Operations team manages critical customer interactions across multiple business units: Customer Care, Technical support, Collections, Small Business and Sales for Bell Canada, Bell Mobility, Bell Aliant and MTS. The Shared Services team is a vital part of the customer experience ecosystem, helping to support process creation, training & communications, workforce management, IVR, tool development, agent compensation and reporting. The purpose of this position is to support a consolidated Shared Services front door.

Reporting to the Senior Manager, Business Process, the successful candidate will coordinate activities for a virtual team of Shared Services specialists. They will be the centralized point of contact for external and internal requesters wishing to engage the Shared Services teams. They will be accountable to design and support a single intake model, ensure no team is missing from key initiatives and that all teams have a common set of priorities.

The ideal candidate should have experience working in the telecommunications sector, particularly with operational / customer facing groups. A self-starter who is willing to learn and evolve with the business, they should have an insatiable drive and passion for continuous improvement and innovation.

Key Responsibilities

• Manage intake process (centralized point of contact) for external and internal Ops requestors
• Assign & engage appropriate teams
• Ensure common set of prioritization across cross-functional teams
• Provide reporting and insights on overall project assignments, status, efficiency and output via scorecards
• Identify and communicate issues with capacity, timelines or compliance
• Develop and sustain virtual partnerships with various contacts at all levels of management across several lines of business to jointly design consolidated process across Customer Operations

Critical Qualifications

• Ability to extract and manipulate raw data from various sources and tools, interpret findings and make recommendations
• Strong organization, planning and time management skills with the ability to make decisions and prioritize work
• Proven ability to manage successful business relationships with peers in various departments and at different levels of management
• Proven ability to develop and influence others to implement creative solutions for complex business issues
• Results-oriented
• Work in a self-sufficient manner and within a virtual team
• Be able to handle pressure, simultaneously manage different projects and respect strict deadlines

• Take initiative, provide recommendations and put in place improvement processes
• Be proficient in Word, Excel, Outlook and Web applications

Preferred Qualifications

• Prior experience with workflow or project management software (ie: Jira, Asana)
• Project Management or Front Door management experience
• Understanding of customer operations project management delivery process
• Experience supporting Shared Services functions and knowledge of organizational structure
• Knowledge of Bell Residential Services, Bell Mobility, SBM, MTS and Atlantic Call Centre business unit processes, tools, metrics
  
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Additional Requirements