Control Center Manager, Intraday

Req Id: 410181
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 you’re 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.
Bell’s Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.
Key Responsibilities

• Perform short-term capacity planning on the DD-10 and DD to meet service and productivity goals for external partners.
• Lead and support a team of Unifor office staff (8-10 employees): Coach and oversee operations, operational strategies, staff development, attendance and quality of work.
• Perform short-term capacity planning on the DD-10 and DD to meet service and productivity goals for field technicians across Canada.
• Explore strategic opportunities for the Control Center team by leveraging data science methods (i.e. machine learning) and develop presentations for an executive audience.
• Oversee day-to-day decision making related to capacity planning and operational strategy to achieve service indicators.
• Support multi-disciplinary projects that affect the Control Center team and implement strategic plans to continue to optimize our operations.
• Participate in occasional after-hours service manager rotations, including evenings, weekends and holidays.
• Support ongoing partnership with field service stakeholders and other key players to achieve common goals.
• Analyze trends in service results, produce relevant reports, generate observations and insights to understand variances, develop and implement action plans to get indicators back on track.
• Analyze trends in operational results and implement action plans to optimize key performance indicators such as delays, service offerings, efficiency and non-productive time for field technicians.
• Job Duties and Responsibilities:

Critical Qualifications

• Bilingualism required: In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
• Experience in executive presentations; bilingual, excellent oral & written
• Highly motivated, proactive, self driven, dynamic and results-oriented with desire to influence and promote change
• Ability to adapt easily to an ever-changing environment
• Experience in people management
• Excellent knowledge of office software (Excel, PowerPoint) with ability to quickly build a clear presentation for an executive audience that graphically explains strategy, opportunities, business insight
• Strong problem solving and decision making skills
• Results-oriented, with the ability to generate results in a consistent manner
• Entrepreneurial spirit and ability to challenge the status quo
• Bachelors Degree or Masters in a discipline such as Business Analytics, Mathematics, Economics, Engineering, Computer science, or quantitative discipline (i.e. Experience in forecasting and/or workforce management)
• Ability to set priorities, meet deadlines and find ways to continually improve the district’s daily activities
• Ability to work in a high visibility executive environment.
• Minimum of three years of experience in staff management, proven analytical role
• Ability to make the right decisions quickly, particularly in highly stressful situations

Preferred Qualifications

• Knowledge of Field Services processes
• Creative spirit and desire to transform and improve operations
• Knowledge of procurement and assurance processes
• Experience in operations management
• Knowledge of Bell systems: IEX, SAP, Click
• Proficiency in MS Microsoft Office, particularly Excel and PowerPoint.

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Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Quebec : Montreal || Canada : Ontario : TorontoFlexible work profile: Mobile
Application Deadline: 04/11/2023
Please apply directly online to be considered for this role. Applications through email will not be accepted.
At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.
Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected].
Created: Canada, QC, Montreal
Bell, one of Canada's Top 100 Employers.
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