call centre manager
Title posted on CareerBeacon - Incident Manager
Posted on June 26, 2026 by Employer details Bell Canada
Job details
Req Id: 431086Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. At Bell, we're building a more connected future through world-class networks, AI-powered solutions, and digital experiences that elevate how people live, work, and play every day.We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.On the Bell Business Markets team, you'll be a vital part of making innovation happen for enterprise-scale customers. You'll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks. At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments. Key ResponsibilitiesAbility to deliver outstanding service in a constantly evolving environmentProven customer management skills and ability to implement solutions to improve the customer experienceMeticulous and adheres to quality delivery at all timesActive participation on Major Incidents through their lifecycle in order to meet expected SLA / SLOs up to resolutionAbility to provide leadership and technical guidance on Major Incident conference calls.Act as the single point of contact for all customer escalations and service assurance related issuesProactive approaches to eliminate Problematic trendsProduce and Review Post Mortem Reports in a timely mannerFacilitate Governance meetings with various partners (Help Desk, Network & Field Services)Coordinate with internal teams, partners and suppliers to establish communications and manage expectations Ensure quality control on Problem/Incident activities Provide communications to internal business groups and executives throughout the Problems record life cycleIdentify service improvement opportunities and analyze Risk Assessments Available for escalations outside of business hours (on rotation)Critical Qualifications5+ years or more industry experienceAvailable on callKnowledge of telecommunications industry; More specifically in the following fields:DWDMManaged Services (Voice and Data)LAN/WANShared Internet/BIDSD WANITIL V4 FoundationsWorking knowledge of Maximo and Service Now Operational ToolsPreferred QualificationsElectrical Engineering / Computer Sciences degree or equivalentCertification training in Ciena, Cisco, Juniper, similar Network Vendors MicroStrategyMicrosoft Office productsITSM Framework and Best PracticesAdequate knowledge of French is required for positions in Quebec. Additional Information:Position Type: ManagementJob Status: Regular - Full TimeJob Location: Canada : Ontario : Mississauga || Canada : Alberta : Calgary || Canada : Newfoundland : Mount Pearl || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Ottawa || Canada : Ontario : Toronto || Canada : Quebec : Montreal Work Arrangement: HybridApplication Deadline: 07/09/2026For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.Please apply directly online to be considered for this role. Applications through email will not be accepted.We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you'll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon- Location St. John's, NL
- Work location On site
- Salary$30.65 to $86.06HOUR hourly
- Terms of employment Permanent employmentFull time
- Starts as soon as possible
- vacancies 1 vacancy
- Source CareerBeacon #2232869
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