Training Facilitator, Bell Mobility, Radio Division
Req Id: 419133
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. It's all developed and delivered by the members of #TeamBell and we're 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.
Be at the forefront of shaping the best digital connections and next-generation technology in Canada. You'll join the largest, award-winning, high-tech team in our country, working with the brightest minds across many industries.
Bring your ideas and skills as we grow cutting-edge fibre and 5G networks, develop advanced products and services to run on these networks and then enable the delivery of content from our top media properties and services - ensuring that our customers can stay entertained and connected anytime, anywhere.
Summary
The Bell Mobility Radio Performance Assurance team's 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 Bell Mobility Radio support. The selected candidate will find many opportunities to develop and to work in a dynamic and fast moving team.
The Bell Mobility Radio 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.
Key Responsibilities
- Build specific training programs for agents in function of new and existing contracts and technologies
- 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 department as a 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
- Availability to work on a flexible schedule
Critical Qualifications
- Undergraduate degree or equivalent experience
- 2 years of experience in training/coaching
- Knowledge of English required: In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada and produce documents in French & English
- 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
- Recognized training/Coaching certification
- 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
Preferred Qualifications
- ITIL Certified
#EmployeeReferralProgram
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: 09/19/2024
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, you'll 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, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
We value the experiences that have shaped who you are, and we know the diversity of your talent will bring even greater strength to our team. At Bell, everyone belongs and you'll feel valued, respected and supported as you grow and reach your full potential.
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 recruitment@bell.ca 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.
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Created: Canada, QC, Montreal