Senior Manager, Customer Service
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Req Id:428316
Connection is everything. It drives us to innovate explore and stay close to what matters to us most. At Bell were building a more connected future through world-class networks AI-powered solutions and digital experiences that elevate how people live work and play every day.
We believe in empowering people. Thats why we equip our teams with cutting-edge technology AI tools and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact If youre inspired by innovation that advances how people connect and transforms whats possible you belong on #TeamBell.
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.
Summary
The BBM Wireless Team seeks a strategic analytical and self-driven Senior Manager to transform the customer experience enhance activation rates and lead the national ordering and distribution of wireless and IoT devices. The successful candidatewill manage key contact centre operations working directly with customers Sales and internal stakeholders to ensure a prompt flawless experience. Key accountabilities include driving agent performance executing programs for efficient national device ordering activation and distribution and conducting deep dives into agent performance competitive landscapes and customer satisfaction drivers. Reporting to the Director Client Experience and Service Operations you will work closely with Sales Strategic Pricing Supply Chain and Transformation teams. This role offers an excellent opportunity to leverage strong leadership analysis vendor management contact center operations and program execution skills within a dynamic fast-paced environment.
Key Responsibilities
- Achieve and exceed customer service objectives aligned with organizational goals.
- Coach and manage direct reports and external vendors to optimize sales quality service and support for Bell Business Wireless and IoT customers.
- Manage capacity and service levels to ensure optimal customer service metrics.
- Collaborate effectively with stakeholders (product marketing WFM analytics finance quality) to drive optimal results and performance.
- Monitor and strategically evaluate Contact Center capabilities and performance against industry best practices identifying and implementing innovative improvements.
- Drive operational enhancements to position Contact Centers at the forefront of exceptional service and sales delivery fostering innovation.
- Define and execute a future-state business strategy that complements Bells sales and service model to surpass contact centre performance objectives through strategic vision and innovative approaches.
Critical Qualifications
- Extensive experience managing Contact Centre operations.
- Proven track record in defining strategic business objectives and executing operational changes that achieve desired performance outcomes including successful implementation of innovative strategies.
- Dynamic customer care leader with demonstrated expertise in customer experience and a history of delivering exceptional business results.
- A visionary change agent with execution expertise capable of challenging the status quo and leading transformation from good to great through innovation and creative problem-solving.
- Advanced analytical skills for thorough idea evaluation cost/benefit analysis forecasting planning and budget management.
- Experience in managing external vendor partnerships.
- Broad business acumen coupled with strong leadership as well as coaching and people development skills.
- Strategic and tactical partnership capabilities serving as a critical member of the Management Team with demonstrated collaborative skills across all functional groups.
- Exceptional writing communication and presentation skills.
- Proficiency in MS Project Word Excel and PowerPoint JIRA
Preferred Qualifications
- University Diploma in a related field
- Good understanding of financial management principles
- Knowledge of Telecom and Wireless domains
- Integrated use of Artificial Intelligence in daily tasks
- Bilingual (French and English)
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 : Alberta : Calgary
Canada : Ontario : Ottawa
Canada : Ontario : Toronto
Work Arrangement: Hybrid
Application Deadline: 03/17/2026
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.
Bell is committed to clarity in our hiring process. All roles posted are opportunities were actively recruiting for unless stated otherwise. 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 Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
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.
