Training Facilitator, Bell Mobility
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Req Id:425318
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 youre 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.
The Bell Mobility team offers the best and latest mobile devices wireless services and Internet of Things solutions to consumer and business customers with the top speeds coverage and reliability on Canadas Best National Network. We love to innovate embrace big challenges and live for the newest technology
Summary
The BMR Performance Assurance teams mandate is to establish strategies required to meet our objectives and improve the client experience. The team will build and develop analysis looking at all aspects of global performance within BMR support. The selected candidate will find many opportunities to develop and to work in a dynamic and fast moving team.
The BMR performance Assurance team is currently seeking a qualified candidate for the position of Quality Specialist. We are looking for an individual with a strong operational and business analysis background. The required candidate must be able to delve deeply into complex business problems create and implement long-term solutions to improve Productivity and Quality within the contact centres.
Major Responsibilities/Accountabilities
- Build specific training programs for agents in function of new and existing contracts and technologies (LMRN MCN RSP25 TMR2)
- Establish and communicate the training grid/schedule
- Provide required training according to the approved schedules
- Monitor the competence of teams/agents using observations and quality performance indicators
- Provide the training and coaching necessary to improve the skills of agents according to specific and individual needs
- Represent BMR as subject matter expert for processes training and contractual requirements
- Work closely with project managers and operation leaders to improve agent performance and customer experience. This includes in-depth performance and quality analyzes to identify opportunities and provide recommendations
- Work in partnership with many teams in order to understand and explain the gaps and fluctuations in data at the level of agent skills in relation to the objectives of Customer Service and the business unit
- Provide reports to operations on trend in training indicators
- Support and manage operational needs: assuming both normal On-line and Off-line agent duties
- Collaborate closely with all Service Desk teams and backfill for other Support duties (Training WFM)
- Availability to work on a flexible schedule
Essential Skills and Abilities
- Strong training/coaching skills
- Full understanding of the call center environment
- Strong ability to work with ambiguity
- Behavior modeling and coaching
- Propensity to see beyond the symptoms of a problem and apply a method of analysis to create effective training solutions
- Autonomous and disciplined self-starter who can work in a demanding and rapidly changing environment
- Excellent time management and organizational skills
- Ability to integrate AI into the trainers role: Use of artificial intelligence tools ( e.g. learning assistants data analysis content generation) to enhance teaching methods and training delivery
Qualifications
- Recognized training/Coaching certification
- 2 years of experience in training/coaching
- Experience in analytics and process improvement
- Fully proficient in all MS Office Suite applications
- Excellent understanding of the call centers tools and associated key performance indicators
- ITIL Certified (preferred)
- Undergraduate degree or equivalent experience
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Non Management
Job Status:Regular - Full Time
Job Location: Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 09/16/2025
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.
Key Skills
- Experience Working With Students
- Communication skills
- Classroom Experience
- Data Collection
- Adult Education
- Meeting Facilitation
- Calculus
- LMS
- Teaching
- Training & Development
- Exercise Planning
- Remedy
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
