Job description

The Field Services Control Centre team consists of multifunctional teams dedicated to provisioning and service assurance. It ensures that all appointments are met by coordinating and dispatching all orders to Bell technicians and partner groups from coast to coast. The candidate for this role will be responsible to ensure our commitments are met and to offer the best service possible to customers. This position provides an opportunity to work in a dynamic environment, where the emphasis is on the delivery of service to technicians and Bell customers alike.

Reporting to the Senior Manager, Control Centre, the manager will lead a team of clerical associates who are responsible for managing coded orders, cycle time SLAs and customer notification.   The Control Centre is responsible to ensure that the appropriate Calendar thresholds are available and balanced between products and market offerings, that technicians are loaded jobs in the most optimal route, and that any and all roadblocks are resolved.

The successful candidate thrives on delivering results and shows passion for customer service.  The position is particularly suited to those who enjoy working face to face with large diverse teams, are analytical and continuously look for process improvements enabling business transformation.  As part of this dynamic team, the successful candidate will lead change, motivate teams and move the Control Centre forward in achieving Bell Canada’s 6 Strategic Imperatives.

Key Responsibilities

• Lead a team of unionized clerical associates in meeting or exceeding service indicators (Arrive Lates, Plant Load, WOW, SDND, 2 day calendar offering, 2 hour interval, etc).
• Create and execute strategies for improved forecasting and methods/tools including communications plans and change management
• Manage productivity improvement initiatives and processes that impact operational teams
• Partner with various support teams (project, process and training) to develop and implement work methods and respond to ongoing changes in the organization’s priorities
• Develop recruitment & hiring strategies, ensure effective performance management, and direct and supervise staff development. Work with support teams to develop employee competencies
• Anticipate opportunities and potential solutions, and lead cross-functional teams through the problem-resolution process
• Develop relationships with external partners, departments and work in collaboration with colleagues Remove obstacles blocking or slowing down teams; lead escalation resolution

Critical Qualifications

• Bachelors Degree or Masters in a discipline such as: Business Analytics, Mathematics, Economics, Engineering, Computer science, or quantitative discipline (ie. Experience in forecasting and/or workforce management)
• Minimum of three years of experience in staff management, proven analytical role
• Excellent knowledge of office software (Excel, PowerPoint) with ability to quickly build a clear presentation for an executive audience that graphically explains strategy, opportunities, business insight
• Experience in executive presentations; bilingual, excellent oral & written
• Results-oriented, with the ability to generate results in a consistent manner
• Highly motivated, proactive, self driven, dynamic and results-oriented with desire to influence and promote change
• Strong leadership skills: ability to listen, influence and establish relationships
• Ability to make the right decisions quickly, particularly in highly stressful situations
• Ability to adapt easily to an ever-changing environment
• Ability to set priorities, meet deadlines and find ways to continually improve the district’s daily activities
• Ability to work independently with minimum supervision

Preferred Qualifications

• Working knowledge of Field Services
• Experience in the operations of telecommunications networks, including expertise in the service provisioning and service assurance areas
• Knowledge of the Provisioning and Assurance process
• Knowledge of SAS, SQL
• Knowledge of Bell Systems: FWFM, Action!, Click, WFMS, BCRIS

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