Step 2 - Operations Careers: Control Centre Managers

Some profiles of existing jobs and what you need to qualify for one

Field Operations
Control Centre Managers CP2

Roles
Top responsibilities
Key objectives
Main challenges
Interaction
Qualifications

 

Roles

Management
Manager - Control Centre
Manager - Workforce Management

Non-management
Profile B Associate - Control Centre

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Top responsibilities

The Operations Management Centre is responsible for field services dispatching and workforce management in the Québec Region.

Manager – Control Centre

  • Manages personnel
  • Manages due date offers and volumes
  • Manages escalations
  • Ensures follow-up on the evolution of forecast planning until the due date
  • Coordinates and negotiates with contractors

 

Manager – Workforce Management

  • Creates, manages and validates schedules for the entire Québec operational region
  • Ensures follow-up on the evolution of forecast planning until the due date
  • Coordinates and negotiates flexibility, training and overtime, while complying with the budget position, service quality and occupancy rate of the sectors
  • Maintains clear and effective communication with operational groups
  • Ensures documentation of decisions

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Key objectives

Manager – Control Centre

  • Aligns work volume and available resources
  • Meets customer requests for installation and repairs in all of the Québec territories served by Bell

 

Manager – Workforce Management

  • Creates, manages and validates schedules for the entire Québec operational region (e.g. for the Technicians)
  • Optimizes resources
  • Effectively positions district operations

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Main challenges

Manager – Control Centre

  • Ensuring that tasks are completed by the scheduled field resources
  • Ensuring that incomplete orders are kept to a minimum

 

Manager – Workforce Management

  • Accurately forecasting the work volume in order to align available resources
  • Developing a long-term vision of workforce management

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Interaction

 

Manager– Control Centre

  • Field Services (Technicians)
  • Contractors (Entourage, Ajilon, Expertech)
  • Test Centre (Voice, Data, High Speed)
  • Cable Test
  • Customer Service

 

Manager– Workforce Management

  • Control Centre
  • Field Services
  • Contractors (Entourage, Ajilon)
  • Other workforce management groups (Activation Centre, Test Centre)

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Qualifications

Manager - Control Centre

  • Knowledge of service provisioning and assurance processes
  • Self-sufficiency
  • Analytical skills
  • The ability to work in a changing and ambiguous environment
  • The ability to work under pressure
  • The ability to ensure that decisions meet business needs
  • Energy
  • Great leadership skills
  • Team spirit
  • Proficiency with MS Office tools

 

Manager - Workforce Management

  • Knowledge of workforce management processes
  • Basic knowledge of mathematics (forecasts)
  • Basic knowledge of management (business administration, finance, economics or a related field)
  • Self-sufficiency
  • Analytical skills
  • The ability to work in a changing and ambiguous environment
  • The ability to work under pressure
  • The ability to ensure that decisions meet business needs
  • Energy
  • Great leadership skills
  • Team spirit
  • Proficiency with MS Office tools
  • Good communication skills (interpersonal relationships and presentations)
  • Knowledge of industrial relations (CTEA and CEP collective agreements)

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