Associate Control Centre, Unifor (Req 406303)

Name of Company: Bell Canada
Position Profile: 202
Salary Group: 12
Job Location Address: 5099 Creekbank, Mississauga, Ontario
Job Status: Temporary Part-Time
Number of Positions: 6
Candidate Required: December 2022
Application Deadline: November 27, 2022
Name of Contact: Giovanna Rinaldi 514.391.7050

Please take note that for all job postings of temporary nature, priority will be given to surplus employees.

Name and description of the hiring department:

The Control Centre team plays a central role in the delivery of repair and installation services for our business and residential customers. Some of the mandates our different teams are responsible for include Forecasting, Manual Handling, Intraday management, Dispatch and servicing our specialized markets such as Business and Data and Central Office technicians to meet customer commitments.

Within our various dynamic groups, a stimulating and enriching atmosphere allows us to surpass the quality of our customer service day after day.

Job Duties / Accountabilities:

  • Distribute tasks and workload
  • Ensure specific tasks are assigned to technicians with the required skills
  • Prioritize orders and estimate the required turnaround time
  • Provide support to technicians
  • Ensure a close follow-up of tasks to avoid customer failures or delays
  • Follow-up with customers
  • Follow-up on technician compliance with work procedures
  • Refer special cases to the appropriate stakeholders
  • Analyze tasks coded by technicians
  • Contact clients to keep them informed of cases and reschedule appointments as required
  • Oral and written communications with various internal and external stakeholders

Essential Qualifications / Competencies:

  • English: Proficiency without any major restrictions
  • Control Centre experience
  • Customer service experience at least 6 months
  • MS Excel basic
  • MS Word basic
  • MS Outlook basic
  • Ease with technology
  • Ability to handle multiple situations simultaneously
  • Ability to work under pressure and adapt quickly
  • Autonomy and rapid decision-making
  • Developed team spirit
  • In-depth analytical capacity
  • Good communication skills/ interpersonal relations
  • Customer focus
  • Diplomacy and tact

Preferred Qualifications / Competencies:

  • Knowledge of Bell products and services
  • Good knowledge of the Office suite (Word, Outlook)
  • Understanding the external network (copper, fibre, wireless)
  • Knowledge of the various operational groups in the Control Centre
  • Experience with Bell systems

Working Conditions:

  • Possibility of five days a week, Monday to Friday between 6:00 am and 9:00 pm and Saturday and Sunday from 6:00 am to 7:00 pm
  • Must be available 7/7

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union
Job Status: Temporary – Part time
Position Level: Unifor – Clerical Associate
Job Location: Canada : Ontario : Mississauga
Flexible Work Profile: Remote
Contact Name: Giovanna Rinaldi
Application Deadline: 11/27/2022

All team members are expected to reside in Canada and within a reasonable commuting distance from their work location to ensure that they are able to come to the office as required, whether the visit is planned or unplanned.

Please apply directly online to be considered for this role. Applications through email will
not be accepted.