Career Opportunities: Specialist, Strategy & Analytics (55717)
Req ID 55717 - Posted 11/19/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with a 134-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.
Would you enjoy working in a fast paced environment? Would you enjoy partnering with other like minded high energy professionals that are passionate about enhancing the overall customer experience across Bell? Would you enjoy partnering with and providing valuable business insights to the senior executive team? Would you enjoy working for an organization that recognizes you for your efforts?
Our people are empowered to make big things happen and are supported by growth, training and personal development opportunities.
Being at the forefront of strategy and analysis, we are always in need of smart people who like to get things done. If you are looking for more than just another place to work and are not afraid of challenges, we would like to hear from you.
Job Description:
The Specialist, Customer Experience Analytics will be responsible for analyzing customer, operational and financial data for key strategic projects in Bell’s Customer Operations business unit. As an integral part of the new Customer Experience team, he or she will ensure Bell delivers on its #1 strategic imperative – Improve Customer Service and ensure Bell’s business plan has the right strategy, technologies and resources to create outstanding results and a customer experience that is second to none.
Our team will be a key driver of Bell’s strategy and execution:
* Focused ownership of the household and a single view of the customer improves the end-to-end customer experience across functional silos and services leading to higher customer satisfaction and lower churn
* Ability to leverage considerable expertise: One strategy, the adoption of best practices in people development and standardized systems, processes, tools and reporting will all deliver capital and operating efficiencies
* A more effective and innovative business model
Job Duties/Accountabilities:
* Identify opportunities, deliver ad-hoc analyses and reporting and test hypotheses through the extraction and analysis of internal & external data, customer feedback and agent feedback
* Develop models to predict expected outcomes across various Voice of the Customer metrics and Cost metrics
* Build compelling and comprehensive stories suitable for informing and influencing various levels of management
* Work with Business Intelligence partners to develop and implement best in class analytical capabilities facilitating quick and accurate analysis
* Work with Marketing, Product, Information Technology and Operations teams to improve customer interaction points in order to convert customers into Promoters of Bell.
* Work with Finance, HR and the Customer Experience teams on planning, analysis and reporting to support our long range plan and overall Customer Experience strategy for our Bell Residential and Mobility product suites
Essential Qualifications :
* University degree in business, operations, mathematics or a related area
* Possess an ability to work cross-functionally within Bell as Customer Experience crosses functional silos, leaders and managers.
* Expert analytical, statistical, mathematical and computer skills. Must be an expert in Excel with good working knowledge of databases – specific application training will be provided as necessary. Working knowledge of data extraction and a desire to learn query languages such as SQL/SAS is required.
* Requires strong influencing skills at all levels
* Advanced interpersonal and proven coaching/mentoring skills
* Excellent business acumen
* Selflessness, the team always trumps the individual
* Humility, curiosity, and a fierce determination to win
BCE:WKP #Feature *LI-AG
TC:BI
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Toronto
Application Deadline: 12/02/2014
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, Ontario, Toronto
Req ID 55717 - Posted 11/19/2014 - Posting Location (1) - Job Province / State (1) - Job City (1) - Administrative & Operations - Bell Corporate
Bell is a truly Canadian company with a 134-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.
Would you enjoy working in a fast paced environment? Would you enjoy partnering with other like minded high energy professionals that are passionate about enhancing the overall customer experience across Bell? Would you enjoy partnering with and providing valuable business insights to the senior executive team? Would you enjoy working for an organization that recognizes you for your efforts?
Our people are empowered to make big things happen and are supported by growth, training and personal development opportunities.
Being at the forefront of strategy and analysis, we are always in need of smart people who like to get things done. If you are looking for more than just another place to work and are not afraid of challenges, we would like to hear from you.
Job Description:
The Specialist, Customer Experience Analytics will be responsible for analyzing customer, operational and financial data for key strategic projects in Bell’s Customer Operations business unit. As an integral part of the new Customer Experience team, he or she will ensure Bell delivers on its #1 strategic imperative – Improve Customer Service and ensure Bell’s business plan has the right strategy, technologies and resources to create outstanding results and a customer experience that is second to none.
Our team will be a key driver of Bell’s strategy and execution:
* Focused ownership of the household and a single view of the customer improves the end-to-end customer experience across functional silos and services leading to higher customer satisfaction and lower churn
* Ability to leverage considerable expertise: One strategy, the adoption of best practices in people development and standardized systems, processes, tools and reporting will all deliver capital and operating efficiencies
* A more effective and innovative business model
Job Duties/Accountabilities:
* Identify opportunities, deliver ad-hoc analyses and reporting and test hypotheses through the extraction and analysis of internal & external data, customer feedback and agent feedback
* Develop models to predict expected outcomes across various Voice of the Customer metrics and Cost metrics
* Build compelling and comprehensive stories suitable for informing and influencing various levels of management
* Work with Business Intelligence partners to develop and implement best in class analytical capabilities facilitating quick and accurate analysis
* Work with Marketing, Product, Information Technology and Operations teams to improve customer interaction points in order to convert customers into Promoters of Bell.
* Work with Finance, HR and the Customer Experience teams on planning, analysis and reporting to support our long range plan and overall Customer Experience strategy for our Bell Residential and Mobility product suites
Essential Qualifications :
* University degree in business, operations, mathematics or a related area
* Possess an ability to work cross-functionally within Bell as Customer Experience crosses functional silos, leaders and managers.
* Expert analytical, statistical, mathematical and computer skills. Must be an expert in Excel with good working knowledge of databases – specific application training will be provided as necessary. Working knowledge of data extraction and a desire to learn query languages such as SQL/SAS is required.
* Requires strong influencing skills at all levels
* Advanced interpersonal and proven coaching/mentoring skills
* Excellent business acumen
* Selflessness, the team always trumps the individual
* Humility, curiosity, and a fierce determination to win
BCE:WKP #Feature *LI-AG
TC:BI
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Ontario : Toronto
Application Deadline: 12/02/2014
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, Ontario, Toronto