Manager, Service Operations and Accommodations

Manager, Service Operations and Accommodations

Manager, Service Operations and Accommodations

Job Overview

Location
Ottawa, Ontario
Job Type
Full Time Job
Job ID
88496
Date Posted
3 months ago
Recruiter
Raymond Catherine
Job Views
39

Job Description

At 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 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.

 

The Field Services People and Program management team is seeking an innovative, creative and dynamic person to fill the role of Manager, Service Operations and Accommodations. The candidate should have excellent interpersonal skills, the ability to thrive in a fast paced, evolving environment, and a strong working knowledge of various Telecom technologies.

 

The selected candidate will direct a team of unionized accommodated employees who are responsible for Test Center activities and will be responsible for proactively identifying accommodation placements and improving accommodation processes.

 

Job Duties/Accountabilities:

Labour Relation support and onboarding of accommodated technicians

Identify accommodation placements, improve accommodations processes

Find technicians permanent placements, working closely with Labour Relations and Operations

Work cooperatively with different Operations teams to meet customers service commitments

Proactive approach to maintaining service indicators

Daily monitoring of internal analysis web sites, ticketing systems and other applications for trends

Maintain and action issues/trends to meet internal and external commitments

Coaching and development of employees

Accountable for up to 25 CEP technicians

Development of training and development plans for employees (UNIFOR)

Implement performance management plans to ensure work is performed effectively and with high quality

Daily event management

Action escalations

Advocate for the customer, address concerns

Work with Technical and Associate employees to clear obstacles

Perform audits, provide constructive feedback, seek improvement opportunities

Maintain open, honest, effective communication with customers and respective teams

Communication, including emails, customer performance summaries, action registers, post mortems, incidents reports, spreadsheets, customer and supplier presentations, meetings

Deal with all levels of technical and non-technical management across the district and the business

 

Critical Qualifications/Competencies:

Customer focus (desire to help or serve internal and external customers)

Understands customer business needs

Teamwork; ability to work cooperatively across all levels of the organization

Listening; understanding and responding (able to leverage effective interactions with cross functional team members)

Partnering; ability to look beyond individual priorities and work to improve the entire Field Services organization

Leadership; ability and willingness to manage change and take responsibility for personal actions, as well as the actions of a Team

Quality decision making (particularly in highly stressful situations); analytical and critical mindset

Strong communication skills; ability to speak plainly, as well as produce detailed written documentation

Excellent problem solving skills

 

Preferred Qualifications/Competencies:

Previous Field Services management experience

Experience managing staff in a unionized environment

Working knowledge of various networks and technologies (IPTV, DSL, Voice, Cable)

Knowledge of Field Services/activation and assurance processes, an asset

PC skills – Microsoft Office

 

Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 

 

#talent

 

Additional Information:

Position Type: Management 

Job Status: Regular - Full Time 

Job Location: Canada : Ontario : Toronto || Canada : Ontario : Ottawa || Canada : Quebec : Montreal || Canada : Quebec : Quebec City 

Flexible work profile: Mobile

Application Deadline: 04/06/2022 

 

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.

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