NCS Customer Service Coordinator, Bell Mobility

ASAP
Dorval, Quebec
Summer

Req Id: 364444 

 

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 forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.
 

Name and description of the hiring department:

The National Channel Support (NCS) Team is a multifaceted group of knowledgeable associates responsible for supporting internal & external support teams as well as Bell & Virgin Retail stores for acquisitions, porting and general account management escalations.

 

A customer service coordinator position is currently available for a candidate with a solid knowledge and experience of Bell Mobility & Virgin products as well as Port Management.

The customer service coordinator acts as a support to the leadership team to run the business.

Job Duties / Accountabilities:

  • Manage all business process improvements, specifically BPI (Blueprints) for NCS frontline & Back Office teams
  • Acting as the primary business owner/author of changes to NCS Blueprints
  • Subject Matter Expert to support the NCS function on all business & retail projects impacting Retail Support
  • Partner with the Bell Port Management Carrier Relations relation team and work with other carriers to fix porting issues and resolve escalations
  • Complete deep dives (including Call listening), analyze results in order to identify trends
  • Recommend and implement solutions to drive process improvements and call reduction
  • Handle Regional Sales Manager escalations
  • Lead the partner’s weekly business process review calls
  • Coach partner TLs & SMEs on all process gaps
  • Participate in weekend TL rotation schedule to support NCS operations
  • Prioritize and manage tasks in a fast paced environment respecting deadlines
  • Identify Process Gaps and Issues and recommend solutions
  • Act as a business prime for system outages affecting stores and NCS
  • Work with NCS management team to prepare Huddles with Partners
  • Conduct Partners Huddles
  • Create tools & any process documentation to improve daily tasks for NCS Partners & Internal Teams
  • Provide training to partner Team Leaders/SMEs when required


Essential Qualifications / Competencies:

  • 3 to 5 years NCS experience & strong business knowledge (NCS, Port Management & Care tools)
  • Knowledge of NM1, Single View, One Bill, One Source BPI Blueprints required
  • Strong Leadership and must have an OP rating of High Meets or Highly Effective in last year end OP
  • The candidate must be a team player with ability to work independently and deal effectively with ambiguity
  • Ability to work on multiple projects concurrently and to work well under pressure
  • Demonstrates confidence in decision making, problem solving and committed in completing tasks
  • Work in cooperation with all points of Business and Retail primes
  • Fast learner and strong interest for new technology
  • Ability to quickly adapt to new situations
  • Flexible about adapting to business needs (supporting calls or offline work when required with short notice)
  • Willingness to work extended hours to deliver on time
  • Excellent communication, presentation and interpersonal skills
  • Excellent leadership skills, strong work ethics/discipline and integrity
  • Strong analytical skills
  • MS Office skills intermediate level: Outlook, Word, Excel and PowerPoint

 

Preferred Qualifications / Competencies:

  • College or University degree
  • Knowledge Syniverse, Fall Out Manager (FOM), Left Turn Manager, FastACT/OneView, PeopleSoft, Digitek, Espace


Working Conditions:

  • Business hours: Monday to Friday 8am to 6pm, including statutory holidays
  • Flexible schedule available
  • Possibility of overtime

 

Job location address: 200 Bouchard Blvd, Dorval (Quebec) or 5099 Creekbank Rd, Mississauga (Ontario)

 

#EmployeeReferralProgram

 

Bilingualism is an asset (English and French); 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 : Dorval || Canada : Ontario : Mississauga 
Flexible work profile:
Remote
Application Deadline: 05/31/2022 

 

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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.

 

Created: CanadaQC, Dorval

 

Bell, one of Canada's Top 100 Employers.

How to Apply