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Team Lead, BRS Case Management
Montreal, Quebec, Canada Req Id: 335979 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 forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property. The Case management L3 team is looking for an empowered, customer driven Team Lead who can push through barriers to make it right. The Case management team is a highly energetic, dynamic environment filled with the unpredictable and unexpected. Decision making skills will be put to the test on a daily basis. You will need a proven track record in creating and leading a positive healthy climate allowing others around you to make it personal and deliver the very best with every escalation. If you enjoy challenges and thrive in such an atmosphere then this position could be for you. JOB DUTIES/ACCOUNTABILITIES: *Coach, develop and motivate Case managers to meet and exceed customer and business expectations. *Manage escalations and complex situations and maintain an inclusive relationship with all key stakeholders *Identify root causes and trends of CCTS complaints and escalations, find solutions to mitigate volumes *Leverage insights and opportunities from data and metrics to build strategies and make recommendations *Respond to Executive team, proceed urgent requests and providing resolution updates *Listen, mobilize and lead team through decision making and process changes *Ensure Standard Operating Procedures/Blueprints are practiced and followed on an ongoing basis *Maintain and meet deadlines for all complaint avenues *Continue to make process recommendations and improvements by asking questions, engaging team and sharing ideas CRITICAL QUALIFICATIONS/COMPETENCIES: *Strong leadership skills *Highly analytical and understand the basic principles of working with large and complex data sets *Strong customer orientation, the ability to resolve customer service issues, negotiate with clients and representatives while maintaining and growing a strong partnership with other departments *Ability to use all resources and to think out of the box when resolving and being consulted on how to conclude a complaint *Organize and plan effectively to consistently meet and exceed customers, team and segment expectations * Performance management (Coaching) *Understanding of TV and Bell Mobility business practices and applications an asset *Good knowledge of Bell's Products and Services, and Call Centre systems/technology *Help Desk/escalations experience *Experience in leading a team *Microsoft Office - Intermediate level of Word and Powerpoint *Knowledge of SAS, microstrategy, advanced level of Excel would be an asset. Bilingualism is an asset (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 FLEXIBLE WORK PROFILE: Mobile APPLICATION DEADLINE: 11/08/2021 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 **MEMBERS ONLY**SIGN UP NOW*** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at **MEMBERS ONLY**SIGN UP NOW***. Created: Canada, QC, Montreal BELL,ONE OF CANADA'S TOP 100 EMPLOYERS. |
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