Senior Manager, Business Transformation, Contact Centre

January 25 2023
Industries Telecommunications
Categories Consulting,
Mississauga, ON • Full time

Req Id: 406545

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.

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

Our Contact Center Solutions Practice is now looking for a Senior Manager with experience in Contact Center Solutions to contribute to the growth of our Business Transformation and Optimization in Ontario specifically to the Financial Institution and Retail vertical. This leader will participate in business development, and oversee the continued development of the business consultation team.

Your role

The Senior Manager is responsible for developing and evolving strategies to provide guidance and business consultation to our key enterprise customers, better deliver our contact center solutions, while maintaining a high level of customer and employee satisfaction.
We are looking for an experienced contact center person, solution oriented and results driven, who will not only be able to fulfill their main responsibilities in managing their team, but also contribute to the development of the practice and its technological evolution.
As part of your duties, you are also responsible for proposing options to develop our delivery methodologies. Reporting to the National Director and working with a cross function Director peer group, the incumbent makes recommendations to improve the performance results in all functions related to the contact center practice, with priority given to solution deliveries, but also, where applicable, to sales, marketing and finance.
The successful candidate will also have good analytical skills and be able to communicate and present important issues at all levels of management and to our senior leadership team. We are looking for someone with good team spirit and excellent communication and interpersonal skills, as well as very good problem solving aptitudes.

Key Responsibilities:

-To liaise with prospects’ and existing customers’ contact center operation teams to ensure that the scope of their Contact Center requirements are fully reviewed and communicated to the Sales and Delivery teams.
-To promote our use cases and offers with existing and potential customer as well as sales teams
-To be pro-active in identifying client needs, facilitating the solution(s) through your own knowledge and/or through the relevant Bell internal teams
-To contribute pro-actively to the pre-sales and customer account agenda, to contribute to the growth and success of Bell’s Business Transformation and Optimization team
-To assist with quotations and RFP/RFQ's
-To support the sales & marketing team in their pitches, demonstrations and presentations from a Business Transformation and Optimization perspective
-To maintain a comprehensive knowledge of contact center functionality, best practices and market trends within contact centre solutions markets
-To manage and coach a team of business consultants by investing time into : offering support when needed, following up on their individual and team objectives and facilitating their career development.

Critical Qualifications

To deliver your objectives, tasks and project requirements on time and fully complete Experience/Key attributes sought:

• Self-managing, as well as a team player, according to the needs of the task and business
• Customer service-focused with excellent account management skills
• Consultancy skills with the ability to interpret the needs of the client from a contact center Business Transformation and Optimization perspective
• An up-to-date understanding of contact center solutions
• Familiarity with technology from top contact center solutions
• Understanding of hosted/’Cloud’/ SaaS Contact Center solutions from a technical perspective.
• Commitment to quality and a thorough approach to your work
• A good understanding of/ the ability to understand quickly the Bell Contact Center solutions offer set
• Flexible attitude
• Ability to sell the Business Transformation and Optimization
• Strong logical thinking and a problem solving mentality
• Professionally presented both in person and in verbal and written communication
• Pre-sales experience with a demonstrable ability to contribute towards winning new business.
• Confidence to present and address challenging questions from clients
• Ability to travel and attend marketing and networking events as required, involving occasional travel

Sought profile:

• Passionate about Contact Center
• Extensive experience in contact center, best practices and trends through Business Transformation and Optimization mandates
• Demonstrated knowledge of the market (through presales and consulting mandates experience)
• Coaching experience
• Team player

#LI-SS1 #tech #talent


Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status:
Regular - Full Time
Job Location:
Canada : Ontario : Mississauga || Canada : Ontario : Don Mills || Canada : Ontario : Toronto || Canada : Quebec : Montreal || Canada : Quebec : Verdun
Flexible work profile:
Application Deadline: 02/20/2023

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

Created: Canada, ON, Mississauga

Bell, one of Canada's Top 100 Employers.

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