Manager, Customer Operations

The role of the Bell Business Markets (BBM) Client Services Manager within the Service Provisioning Team is to lead a team of client agents to deliver excellent customer service. This position is pivotal in not only managing day-to-day operations and team performance but also in driving the evolution of our services. The ideal candidate will be a strong people leader with a deep analytical mindset capable of leveraging data and artificial intelligence to innovate and enhance our processes. You will support your teams growth while strategically identifying opportunities to streamline workloads improve customer metrics and implement AI-driven solutions to gain efficiencies.

• Effectively manage coach and develop a team of client agents fostering a culture of high performance and continuous improvement.
• Conduct deep-dive analysis of team performance and customer request data to identify trends root causes and opportunities for process optimization.
• Develop and execute data-driven action plans to streamline workloads improve efficiency and enhance key customer metrics.
• Champion the use of AI by identifying opportunities to leverage automation and build AI agents to perform repetitive and less complex tasks.
• Oversee the organization and prioritization of workload in real-time to meet customer-requested due dates.
• Act as a catalyst for change by proactively identifying process gaps proposing innovative solutions and leading improvement initiatives.
• Handle escalated customer complaints with a focus on timely resolution and root cause analysis to prevent recurrence.
• Communicate expectations analyze data and prioritize actions to drive individual and team results.
• Maintain strong collaborative relationships with sales teams and other internal partners to ensure a cohesive and efficient operation.

• Leadership & Coaching: Proven ability to lead coach and develop operational teams with strong interpersonal negotiation and mediation skills.
• Analytical & Problem-Solving: Strong analytical thinking with the ability to perform deep-dive analysis on complex datasets identify trends and translate insights into actionable plans.
• Data-Driven Decision Making: Demonstrated ability to use data to assess the impact of work make informed decisions and drive business outcomes.
• AI & Automation Acumen: A keen interest in and understanding of how to leverage AI and automation to solve business problems and drive efficiency.
• Change Management: Ability to act as a catalyst for change and continuous improvement in a dynamic environment.
• Adaptability & Prioritization: Strong ability to multitask manage competing priorities and adapt to fluctuating workloads.
• Communication: Excellent communication skills (both written and verbal) with the ability to convey complex ideas clearly and effectively.
• Technical Proficiency: Proficient in Microsoft Excel and PowerPoint for data analysis and presentation.

• Knowledge of French language ( speaking and writing)
• Previous experience in a leadership or coaching role particularly with unionized teams.
• Knowledge of Provisioning Tools and Business Voice/Data products.
• Familiarity with data visualization tools (e.g. Tableau Power BI).