Project Manager(Call Center)Design & Delivery

Req Id: 411161
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.
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 Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology
Summary
Reporting directly to the Senior Manager, Program Design and Delivery, the Project Manager is accountable for the successful design, planning and implementation of programs and/or projects that help Bell deliver a best in class customer experience and to support sponsors achieving project benefits (Revenues, Churn reduction etc.). The candidate will be responsible for implementing Security and Fraud oriented initiatives, working in partnership with IT project manager for some projects as well as managing the end to end design and delivery of other cross-functional projects. The candidate will also be responsible to identifying and influencing opportunities to improve and advocate for the customer and agent experience, costs, and revenue
Working closely with a number of internal partners, including IT, Corporate Security, Fraud Prevention, Operations, DCX, BPI, BARS, Training, etc. the Project Design and Delivery Leader will be responsible for assessing customers’ and end users’ needs and experiences to design and deliver programs with speed and accuracy. The Project Design and Delivery Leader must be a highly motivated and professional individual with a passion for improving the overall Customer Experience and delivering initiatives to drive specific results.
If you have demonstrated experience planning and delivering cross-functional project teams on large and complex projects, this is a great opportunity to contribute to Bell’s strategic imperatives.
Key Responsibilities

• Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions.
• Provide regular updates on project status, including risks and risk management approach to senior management.
• Process map critical processes to create CMO and FMO and redesign processes for optimal performance; monitor process performance for deviations to apply appropriate corrective action.
• Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
• Create and manage project plans and related documentation in accordance with established project management methodology (Project Charter, BRD, WBS, Budget, etc.).
• Evaluate projects call center impacts and build assessment involving communication to planning teams and key stakeholders and data collection and analysis.
• Create and / or collaborate with IT PM process mapping and targeted customer experience.
• Learn and apply agile project management methodologies, as required.
• Identification of new opportunities and related solutions to deliver benefits above committed project deliverables.

Critical Qualifications

• Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills.
• Demonstrated ability to effectively lead project teams and stakeholders with varying desired outcomes, to achieve established project deliverables.
• Strong problem solving skills and demonstrated ability to be highly creative in formulating solutions.
• Experience designing and leading large scale projects of varying levels of complexity and scope, preferably within the Telecom, Technology, or Security space
• Ability to work in a fast paced environment and manage multiple projects through effective prioritization.
• Bachelor’s Degree in Business, Engineering, Computer Science, or Marketing is an asset.
• Strong financial and business acumen with the proven ability to support the development of business cases and financial forecasts.

 
Preferred Qualifications

• SAFe Agile certification is an asset
• MS suite including MS Project, and Visio expertise is an asset
• Confluence, SharePoint, and Miro experience is an asset
• Project Management Designation/Certification is an asset.

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Adequate knowledge of French is required for positions in Quebec.
Additional Information
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa
Work Arrangement: Hybrid
Application Deadline: 06/16/2023
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.
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, ON, Don Mills
Bell, one of Canada's Top 100 Employers.
411161