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adult education program officer
Title posted on CareerBeacon - Facilitateur formation, Bell Mobilité, Division Radio
Posted on September 13, 2024 by Employer details Bell Canada
Job details
Req Id: 419133At 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. SummaryThe 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 ResponsibilitiesBuild specific training programs for agents in function of new and existing contracts and technologiesEstablish and communicate the training grid/scheduleProvide required training according to the approved schedulesMonitor the competence of teams/agents using observations and quality performance indicatorsProvide the training and coaching necessary to improve the skills of agents according to specific and individual needsRepresent department as a subject matter expert for processes training and contractual requirementsWork 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 recommendationsWork 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 unitProvide reports to operations on trend in training indicatorsSupport and manage operational needs: assuming both normal On-line and Off-line agent dutiesCollaborate closely with all Service Desk teams and backfill for other Support dutiesAvailability to work on a flexible scheduleCritical QualificationsUndergraduate degree or equivalent experience2 years of experience in training/coachingKnowledge 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 & EnglishStrong training/coaching skillsFull understanding of the call center environmentStrong ability to work with ambiguityBehavior modeling and coachingPropensity to see beyond the symptoms of a problem and apply a method of analysis to create effective training solutionsAutonomous and disciplined self-starter who can work in a- LocationMontréal, QC
- Workplace information On site
- SalaryNot available
- Terms of employment Not available
- Start date Starts as soon as possible
- Source CareerBeacon #2111864
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