Manager, Network Operations

Manage, coordinate, and direct resources as required to meet schedules and goals, and client contractual obligations and requests.,Engage with 3rd party vendors and support vendor management initiatives.,Work with cross functional teams: Service Assurance, Sales, Project and Engineering to ensure seamless delivery to client.,Work with onsite and remote staff as applicable and other members of the team in the delivery of voice and contact center services.,Remove roadblocks and ensure team accountability in escalations through to final resolution.,Work with assigned Service Management resources to effectively manage communication and messaging to the client.,Create and maintain a high performance culture within team.,Understand the complexity of the technical infrastructure serviced by the team in addition to awareness of the process, technical expertise and organizational structure of partner work groups and their related interdependencies.,Direct teams adherence to Health and Safety regulations and procedures as required.,Recruitment and development of resources as required.

3-5 years of experience working in a Voice/Unified Communications and Contact Center operations environment.,Experience in Avaya or Cisco VOIP systems, Communications Manager, IVR’s, Voice Mail, Workforce Management and Call Center technologies.,3 or more years of people management and proven team leadership experience.,Experience with leading and directing in a unionized environment (asset).,Ability to work in a fast-paced environment putting the customer first.,The ability to work with minimal supervision, self-motivate, take ownership of an area of operations, identify issues and deliver operational results.,A bias for action and sense of urgency- the ability to not only plan and delegate, but to lead and/or take the initiative to ensure that actions and projects are on track.,Analytical and problem-solving skills are required to clarify, analyze and investigate client needs, to identify potential roadblocks and develop solutions.,Strong problem-solving, conflict resolution, customer-orientation and organizational skills.,Rotational On Call for support.,Knowledge of ITIL (asset) and Professional/Technical accreditation or certification in Telecommunications (asset).

Rotational On Call for support. Must be based in Canada and report to a set Bell office for a minimum of 3 days a week for hybrid work arrangements.