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. 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. They bring hands‑on experience in supporting clients through transformation initiatives, particularly in the adoption and integration of new contact centre technologies. They possess a strong grasp of contact centre platforms and tools, their practical applications, and how these technologies influence day‑to‑day operations, workforce management, and customer experience.

As a Senior Business Consultant – Contact Centre, you will serve as a trusted advisor and subject matter expert on a variety of client mandates. These mandates vary in scope and complexity, and you may be assigned to multiple projects simultaneously based on your expertise and availability. You will play a key role in helping clients modernise their contact centre operations, improve customer experience, and achieve operational excellence.

Working on short- or long-term mandates which may involve: Conducting Contact Centre current-state assessments and gap analyses Designing future-state processes and customer journeys Creating high-quality deliverables such as: Visio), and Excel-based models Strategic roadmaps and transformation plans Customised training materials and participate in change management strategies Workforce management and quality assurance management Performance metrics and reporting 7- 10 years of experience in the customer contact centre environment.



~ Knowledge of contact centre operations and their relationships with other business units within an organization. ~ Ability to develop and illustrate contact centre operational processes, process management, and the approach and processes related to interaction quality management tools. ~ Innovative with the ability to analyse and research solutions that meet client needs while improving profitability. ~ Excellent written and verbal communication skills in French and/or English. ~ Analytical and solution-oriented mindset: able to identify business needs, analyse challenges, and recommend effective solutions. ~ Assets PMP, Agile, Prosci, etc.

Federal

Security clearance #Adequate knowledge of French is required for positions in Quebec.

Job Status: Regular - Full Time For 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. 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 as you join us, you'll be eligible for medical, dental, vision and mental health advantages that you can tailor to your specific needs. At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong. Bell is committed to clarity in our hiring process.

All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. For a confidential inquiry, email your recruiter or [email protected] you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us. Artificial intelligence may be used to assess parts of your application.

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📌 Senior Business Consultant ( Contact Center) (Toronto)
🏢 Bell
📍 Toronto