Req Id: 139885
Bell is a truly Canadian company with a 136 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
The Customer Operations Business Process organization manages critical customer interactions across multiple business units: customer care, tech, collections, back office, help desk, and sales. It is a vital part of the customer experience ecosystem, helping to improvise process and optimization primarily within the call centre environment. As part of this mandate, focus is dedicated towards utilizing the rich data environments and undertake process improvements, and create sustainable customer/agent interactions that help to drive improvements to the P&L.
The Specialist, Business Strategy will be responsible for leading initiatives to drive results across the operations environment. Special projects will also be included as per the requirements of the business.
The successful candidate will report to the Senior Manager, Insights and Analytics, the incumbent will be part of the Analytics and Insights Center of Competence (COE) responsible for leading analysis and initiatives to drive results across the operations environment. The successful candidate will help to foster a culture of curiosity and data driven decision making within the team and will be expected to work closely with the impacted business units and corporate support entities across product, IT, and marketing to accomplish this.
The ideal candidate should have experience working in the telecommunications sector. Bell specific experience would be an asset, particularly with operational / customer facing groups. A self starter who is willing to learn and evolve with the business, they should have an insatiable drive and passion for continuous improvement and innovation.
Job Duties/Accountabilities:
Responsible for managing and leading improvement/ optimization opportunities in critical customer facing processes across Customer Operations
Be curious
Identify opportunities to drive performance and drive change end to end.
Ability to see beyond the symptoms of a business issue and create solutions in a logical and effective manner
Insight and analysis
Lead data analysis activities that support the organization
Partner with operational leaders to implement action plans based on findings
Identify, recommend and implement process and system improvements
Prepare presentations/reports for Senior management and ensure the accuracy and integrity
Design and develop reporting solutions to support the organization
Automation of existing reporting into a central location
Create a data analysis coaching/training structure to support operations
Project management
Provide updates on project progress and identify/escalate threats to delivery timelines as needed
Work closely with project teams as a Project Lead or as a Project Consultant.
Ensure project scope, requirements, design, impacts and milestones are clearly defined and signed-off by key stakeholders and client group.
Essential Skills and Abilities:
University degree in Engineering, Mathematics, or Business administration, or comparable experience
Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items
Customer service mindset with the ability to understand value and profit to drive operational improvements
Strong problem solving skills – ability to reason logically, looking at issues from multiple perspectives at a micro and macro level.
Ability to locate and connect data to identify root causes and drive fact-based decision making and plans to address problem areas
Ability to manage competing priorities and deliver results intraday
Ability to lead and influence at cross-functional level to create an environment that fosters positive relationships, builds trust through mutual respect, and encourages teammates to excel
Superior written and verbal communication skills. Comfortable working with all levels of management.
Qualifications:
Experience in Microsoft Office applications, mainly in Excel and Powerpoint
Intermediate to expert skill with database languages i.e. SQL, proc SQL etc.
Past exposure with a Data driven/ customer experience improvement role
BCE:WKP #Feature *LI-GS1
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 08/12/2016
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Toronto