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.
Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We're proud to be Canada's leading provider of broadband network and communication services for businesses and governments.
Within the Bell Business Markets, the service assurance desk team has the overall accountability to manage the service assurance (after sales support) experience of our business customers. Our Service Desk business model is customer-centric and is primarily intended to provide a Single Point of Contact ("SPOC") for our customer's various products and services. This seamless approach to customer service has been a key factor in achieving industry-leading levels of customer satisfaction. Our business strategy moving forward is to leverage this strong base and promote our new solutions. We are going through a business transformation project to enhance the Service desk tools and processes to achieve measurable improvements in efficiency.
We are looking for a dynamic individual to support the Bell Business Markets Service desk team. This team leader is responsible to ensure the customer's service level objectives are being met and to support various initiatives within the business plan. Achieving these objectives requires a results-oriented individual, who is capable of managing a unionized team.
This leader will have the overall accountability for a team of experienced CEP - Craft and Clerical employees, who ultimately own the Service Assurance customer experience (which includes managing trouble incidents, escalating when necessary, monitoring, and communicating resolutions). The team also manages complex deals, which include SLAs/SLOs and may involve customized or unique repair business processes. New deals, customers, and processes are constantly being introduced within this team.
Job Duties/Accountabilities:
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