Career Opportunities: Business Analyste (53489)
Req ID 53489 - Posted 07/16/2014 - Posting Location (1) - Job Province / State (1) - Job City (2) - Planning & Analysis - Bell Corporate
Bell is a truly Canadian company with over 134 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
The business and WFM consultant is a contact center specialist with extensive knowledge in Workforce management processes and software that provides our customers with the knowledge to optimise their call center WFM operations and technology as efficiently as possible. He (she) will be able to perform analysis of current customer processes, recommend opportunities for improvement, and be able to train resources on the processes and IEX’s workforce management software.
The ideal candidate will also have participated in WFM technology and processes optimisation projects. The Business and WFM business consultant will have a good understanding of the technologies of contact center and their many applications and how they impact WFM processes, and may be involved in helping customers design routing strategies, training and also he (she) has the skills to make diagnosis for contacts center .
Responsibility:
* The business consultant will be involved with many types of projects either on a solo basis or as part of a large multidisciplinary team.
* WFM Business consulting and Health check: Based on industry trends and best practices, analyze current situation, operational issues and identify areas for improvement, efficiency inhibitors. Recommend and implement the recommendations if required.
* WFM organization and process.
* Metrics and measurements.
* Routing and multi-skills strategy.
WFM process and resource optimization:
* Help our customers optimise their WFM organisation and enhance or develop new processes for all WFM activities: Forecasting, scheduling, Intraday management, metrics..).
* Recommend optimal WFM team structure, roles & accountabilities…).
* Process mapping and measurement.
* Metrics and routing.
* Training on WFM principles and processes.
IEX Implementation, training support and optimisation:
* The business WFM consultant will be involved in many aspects of IEX implementation to our customers. He (she) will support the Sales team when necessary and make detailed presentation to potential future customers.
* He (she) will also be involved in the planning of the deployment for new customers and upgrade activities for existing customer.
* The business consultant will also train the customer’s WFM team on the configuration and utilization of the software.
* Training of Client teams on the IEX TotalView solutions including scheduling, forecasting, and intraday management, provide training documentation.
* Ability to forecast work volume and producing schedules for call centers work force.
* Analyze and interpret the trends in historical data/volumes to identify which periods have to be adjusted or excluded to eliminate the impact of aberrant data.
* Gather statistical information and create/update databases. Perform statistical analysis and identify volume patterns such as growth, trends and seasonality. Ensure the integrity of the data by normalizing the historical data to build a stronger base for forecasting.
* Ensure quality control while respecting predetermined business rules.
* Possess the ability to quickly achieve a strong understanding of the Client processes in order to fulfill data and analysis requests.
* Prepare weekly allocation plans of call forecasts to various sites (internal and external), while respecting contractual and operational obligations of each provider.
* Contribute to the development of improved processes by means of statistical analyses and appropriate recommendations.
* Provide consulting services to contact center managers seeking effective methods to resolve Workforce management problems of varying complexity.
Candidate profile:
* Contact center management — solid experience & knowledge of contact center management and implementation of new processes and technology.
* Workforce management — solid experience of WFM processes and fundamentals. Experience user with IEX WFM’s software for forecasting, scheduling and intraday management. Must also comprehend the various configuration options of IEX and their impact on system performance.
* Contact center technology — must be able to use and understand contact center technology and their impact on business processes: IVR, Call distribution, CTI, WFM, Analytics…).
* Leadership — Job requires a willingness to lead, take charge, and manage a team of specialists for project delivery. Confident in a coaching role.
* Analytical thinking — Job requires analyzing information and using logic to address system and processes related issues and problems.
* Public speaking — the ability to communicate information and ideas in speaking so others will understand. Will be required to make presentations to different levels of our customer’s organisation, must be able to adapt to high level management or agents. Will also be required to deliver training to groups and on a 1 to 1 basis.
* Social perceptiveness — being aware of others' reactions and understanding why they react as they do.
* Written expression — the ability to communicate information and ideas in writing so others will understand.
* Bilingual — as more and more companies are spread across provinces and countries it is necessary that the consultant has a working knowledge of English.
* Bachelors degree — in Applied mathematics, Statistics or any other concentration with significant proportion of mathematics, or equivalent work experience, which ensures an equivalent level of competency (5 years).
* IEX certifications (nice to have).
BCE:WKP #Feature *LI-SH
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Canada : Quebec : Quebec City
Application Deadline: 08/29/2014
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, Quebec, Montreal
Req ID 53489 - Posted 07/16/2014 - Posting Location (1) - Job Province / State (1) - Job City (2) - Planning & Analysis - Bell Corporate
Bell is a truly Canadian company with over 134 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
The business and WFM consultant is a contact center specialist with extensive knowledge in Workforce management processes and software that provides our customers with the knowledge to optimise their call center WFM operations and technology as efficiently as possible. He (she) will be able to perform analysis of current customer processes, recommend opportunities for improvement, and be able to train resources on the processes and IEX’s workforce management software.
The ideal candidate will also have participated in WFM technology and processes optimisation projects. The Business and WFM business consultant will have a good understanding of the technologies of contact center and their many applications and how they impact WFM processes, and may be involved in helping customers design routing strategies, training and also he (she) has the skills to make diagnosis for contacts center .
Responsibility:
* The business consultant will be involved with many types of projects either on a solo basis or as part of a large multidisciplinary team.
* WFM Business consulting and Health check: Based on industry trends and best practices, analyze current situation, operational issues and identify areas for improvement, efficiency inhibitors. Recommend and implement the recommendations if required.
* WFM organization and process.
* Metrics and measurements.
* Routing and multi-skills strategy.
WFM process and resource optimization:
* Help our customers optimise their WFM organisation and enhance or develop new processes for all WFM activities: Forecasting, scheduling, Intraday management, metrics..).
* Recommend optimal WFM team structure, roles & accountabilities…).
* Process mapping and measurement.
* Metrics and routing.
* Training on WFM principles and processes.
IEX Implementation, training support and optimisation:
* The business WFM consultant will be involved in many aspects of IEX implementation to our customers. He (she) will support the Sales team when necessary and make detailed presentation to potential future customers.
* He (she) will also be involved in the planning of the deployment for new customers and upgrade activities for existing customer.
* The business consultant will also train the customer’s WFM team on the configuration and utilization of the software.
* Training of Client teams on the IEX TotalView solutions including scheduling, forecasting, and intraday management, provide training documentation.
* Ability to forecast work volume and producing schedules for call centers work force.
* Analyze and interpret the trends in historical data/volumes to identify which periods have to be adjusted or excluded to eliminate the impact of aberrant data.
* Gather statistical information and create/update databases. Perform statistical analysis and identify volume patterns such as growth, trends and seasonality. Ensure the integrity of the data by normalizing the historical data to build a stronger base for forecasting.
* Ensure quality control while respecting predetermined business rules.
* Possess the ability to quickly achieve a strong understanding of the Client processes in order to fulfill data and analysis requests.
* Prepare weekly allocation plans of call forecasts to various sites (internal and external), while respecting contractual and operational obligations of each provider.
* Contribute to the development of improved processes by means of statistical analyses and appropriate recommendations.
* Provide consulting services to contact center managers seeking effective methods to resolve Workforce management problems of varying complexity.
Candidate profile:
* Contact center management — solid experience & knowledge of contact center management and implementation of new processes and technology.
* Workforce management — solid experience of WFM processes and fundamentals. Experience user with IEX WFM’s software for forecasting, scheduling and intraday management. Must also comprehend the various configuration options of IEX and their impact on system performance.
* Contact center technology — must be able to use and understand contact center technology and their impact on business processes: IVR, Call distribution, CTI, WFM, Analytics…).
* Leadership — Job requires a willingness to lead, take charge, and manage a team of specialists for project delivery. Confident in a coaching role.
* Analytical thinking — Job requires analyzing information and using logic to address system and processes related issues and problems.
* Public speaking — the ability to communicate information and ideas in speaking so others will understand. Will be required to make presentations to different levels of our customer’s organisation, must be able to adapt to high level management or agents. Will also be required to deliver training to groups and on a 1 to 1 basis.
* Social perceptiveness — being aware of others' reactions and understanding why they react as they do.
* Written expression — the ability to communicate information and ideas in writing so others will understand.
* Bilingual — as more and more companies are spread across provinces and countries it is necessary that the consultant has a working knowledge of English.
* Bachelors degree — in Applied mathematics, Statistics or any other concentration with significant proportion of mathematics, or equivalent work experience, which ensures an equivalent level of competency (5 years).
* IEX certifications (nice to have).
BCE:WKP #Feature *LI-SH
Additional Information:
Position Type: Management
Position Level: CP2
Job Location: Canada : Quebec : Montreal
Canada : Quebec : Quebec City
Application Deadline: 08/29/2014
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, Quebec, Montreal