Career Opportunities: Associate Workforce Controller (5144)
Req ID 5144 - Posted 04/15/2013 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with a 132-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.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
Job Title: Associate Workforce Controller
Name and description of the hiring department:
The test centre is part of the high speed service assurance team for both residence and business customers; the team boasts some 600 CEP technicians.
Job Duties / Accountabilities:
- Monitor various call queues ensuring calls are answered in a timely manner while distributing ticket load.
- Provide quality support to internal customers. Daily workforce management (half-hourly basis) for queues and various test projects (TIMng, CALRS, ACUT, IEX, Symposium).
- Ensure quality service in various markets (high speed, business, residence, etc).
- Take appropriate action according to test results obtained.
- Adjust forecasts according to actual volumes.
- Determine improvements on the basis of analysis results.
- Ensure sound management of overtime/vacation requests.
- Supervise the process of drawing up, validating and modifying the technicians work/vacation schedules.
- Responsible for producing volume reports.
- Responsible for producing productivity reports for the managers. Responding to queries from Technicians and Managers.
Essential Qualifications / Competencies:
- MS Word Intermediate level (creation of documents)
- MS Excel Intermediate level (creation of spreadsheets and formulas) / Validation test
- MS Outlook Intermediate level
- Maintain an atmosphere of trust and partnership at all levels
- Analytical skills required to recognize opportunities
Preferred Qualifications / Competencies:
- Bilingualism (English & French)
- Familiar with TIMng, CALRS, SAP(TCA), ACUT, IVR, TES
- Minimum 6 months – 1 year experience with IEX, Action and Symposium
- Ability to multi-task in a fast paced environment
- Marked organizational/planning skills
- Detail-oriented and accurate; able to perform in high pressure environment
- Able to prioritize in times of stress while demonstrating patience, respect and adaptability
- Positive attitude and outgoing nature
- Able to handle a high degree of uncertainty
- Autonomous, resourceful, solid decision-making skills
- Ability to share, discuss and make decisions as part of a team
- Highly open to adopting new approaches
- Team player in a constantly changing environment
- Flexible must demonstrate discretion (Privacy Act)
- Maintain positive relations with the CEP technicians
- Highly familiar with the CEP collective agreement
- Familiar with test ticket routing, ticket time codes and MTTR
Working Conditions:
- Hours of operations: Monday to Friday from 6:45 am to 10:00 pm
- Rotation of Saturday and Sunday from 7:00 am to 11:00 pm
- Possibility of overtime or working during company holidays if business needs
Position Type: Non-management
Job status: Temporary Part-Time
Company name: Bell Canada
Date candidate required: May 2013
Application deadline: April 24th 2013
Job Location: 20 Hunter St W, Hamilton (Ontario)
BCE:WKP #Feature
Additional Information:
Position Type: Union
Position Level: CEP - Clerical Associate
Job Location: Canada : Ontario : Hamilton
Application Deadline: 04/24/2013
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell has a diverse workforce and is an equal opportunity employer.
Created: Canada, Ontario, Hamilton
Req ID 5144 - Posted 04/15/2013 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with a 132-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.
Using innovative operational theory, tools and techniques, the Field team ensures that the right technician with the right skill set arrives at our residential and business customer’s premises on time, every time. We are committed to ensure that Bell's network, products and services are of the highest standard. The Field Services team thrives on providing installation and repair services for business and residential customers using the latest technology, including Fibre, Optical Ethernet, IPVPN.
Job Title: Associate Workforce Controller
Name and description of the hiring department:
The test centre is part of the high speed service assurance team for both residence and business customers; the team boasts some 600 CEP technicians.
Job Duties / Accountabilities:
- Monitor various call queues ensuring calls are answered in a timely manner while distributing ticket load.
- Provide quality support to internal customers. Daily workforce management (half-hourly basis) for queues and various test projects (TIMng, CALRS, ACUT, IEX, Symposium).
- Ensure quality service in various markets (high speed, business, residence, etc).
- Take appropriate action according to test results obtained.
- Adjust forecasts according to actual volumes.
- Determine improvements on the basis of analysis results.
- Ensure sound management of overtime/vacation requests.
- Supervise the process of drawing up, validating and modifying the technicians work/vacation schedules.
- Responsible for producing volume reports.
- Responsible for producing productivity reports for the managers. Responding to queries from Technicians and Managers.
Essential Qualifications / Competencies:
- MS Word Intermediate level (creation of documents)
- MS Excel Intermediate level (creation of spreadsheets and formulas) / Validation test
- MS Outlook Intermediate level
- Maintain an atmosphere of trust and partnership at all levels
- Analytical skills required to recognize opportunities
Preferred Qualifications / Competencies:
- Bilingualism (English & French)
- Familiar with TIMng, CALRS, SAP(TCA), ACUT, IVR, TES
- Minimum 6 months – 1 year experience with IEX, Action and Symposium
- Ability to multi-task in a fast paced environment
- Marked organizational/planning skills
- Detail-oriented and accurate; able to perform in high pressure environment
- Able to prioritize in times of stress while demonstrating patience, respect and adaptability
- Positive attitude and outgoing nature
- Able to handle a high degree of uncertainty
- Autonomous, resourceful, solid decision-making skills
- Ability to share, discuss and make decisions as part of a team
- Highly open to adopting new approaches
- Team player in a constantly changing environment
- Flexible must demonstrate discretion (Privacy Act)
- Maintain positive relations with the CEP technicians
- Highly familiar with the CEP collective agreement
- Familiar with test ticket routing, ticket time codes and MTTR
Working Conditions:
- Hours of operations: Monday to Friday from 6:45 am to 10:00 pm
- Rotation of Saturday and Sunday from 7:00 am to 11:00 pm
- Possibility of overtime or working during company holidays if business needs
Position Type: Non-management
Job status: Temporary Part-Time
Company name: Bell Canada
Date candidate required: May 2013
Application deadline: April 24th 2013
Job Location: 20 Hunter St W, Hamilton (Ontario)
BCE:WKP #Feature
Additional Information:
Position Type: Union
Position Level: CEP - Clerical Associate
Job Location: Canada : Ontario : Hamilton
Application Deadline: 04/24/2013
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell has a diverse workforce and is an equal opportunity employer.
Created: Canada, Ontario, Hamilton