Senior Business Consultant, Contact Centre (423953)
Senior Business Consultant, Contact Centre (423953)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Req Id:423953
At Bell our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We value diversity and provide a supportive inclusive community where all team members can succeed. And through our commitment to environmental social and governance initiatives you will feel good about the greater impact you will have making every day better for people as they connect work learn and play.
Join us. You belong at Bell.
On the Bell Business Markets team youll be a vital part of making innovation happen for enterprise-scale customers. Youll deliver advanced solutions in areas such as IoT Mobility/5G Cloud Cyber Security Voice Collaboration & Contact Centre and Internet & Private Networks.
At Bell your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.
About the Team
Bells Contact Center Professional Services team is a group of highly skilled and certified professionals including business consultants technical integrators developers and architects. We are backed by proven processes and methodologies to work with our clients to assess design build implement and support their contact center solutions and operating models. We provide comprehensive contact center solutions from advisory services and cloud migration to AI-driven automation and workforce optimization. Our services help clients maximize their contact center investments and enhance customer satisfaction. Our commitment to innovation ensures we continually meet our clients evolving needs.
Summary
A highly adaptable and experienced contact center senior business consultant the successful candidate will understand the challenges of managers supervisors and super users of contact center technologies. The ideal candidate will be able to support clients in adopting new technologies as part of their contact center optimization and transformation processes. They possess a good understanding of contact center technologies their applications and their impact on management processes.
Key Responsibilities
- Provide clients with specialized advice on contact center feasibility analysis and projects in terms of strategic planning customer experience management human resources work organization process review and organizational integration of technological solutions.
- Translate business requirements into functional specifications and technical objectives for call center technology development teams.
- Deliver training particularly on features of BBMs applications.
- Manage customer satisfaction according to BBMs quality assurance process standards.
Critical Qualifications
- University degree
- At least 10 years of experience in the customer contact center environment.
- Strong knowledge of contact center management and technologies (i.e.: Genesys Nice).
- Experience with AI chatbot and automation solutions would be an asset.
- Knowledge of contact center operations and their relationships with other business units within an organization.
- Ability to develop and illustrate contact center operational processes process management and the approach and processes related to interaction quality management tools.
- Innovative with the ability to analyze and research solutions that meet client needs while improving profitability.
- Excellent written and verbal communication skills in French and/or English.
- Experience in preparing presentations proposals or reports.
- Proficiency in the use of Microsoft software.
- Independent with the ability to work within tight deadlines.
- Autonomous team-oriented results-driven and committed to exceeding client expectations.
- Willingness to travel occasionally for client meetings and industry events.
#EmployeeReferralProgram
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
Canada : Quebec : Quebec City
Work Arrangement: Hybrid
Application Deadline: 06/05/2025
For work arrangements that are Hybrid successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance Bell offers flexibility in work hours based on the business needs.
Please apply directly online to be considered for this role. Applications through email will not be accepted.
We know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued respected supported and that they belong.
We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaQC Montreal
Bellone of Canadas Top 100 Employers.
Required Experience:
Senior IC
Employment Type
Full Time
