Req Id: 66609
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.
The Workforce Management team supporting Client Operations for Bell Mobility and Bell Residential Services (Home Phone, Internet, TV and Fibe) is currently looking for a highly motivated and energetic individual to fulfill the role of Budget and Long Term Planning Specialist. The WFM Budget and Long Term Planning Team is responsible for the capacity planning, yearly/quarterly forecasting, and financial modelling for all client facing contact queues within Client Operations.
The selected candidate will report to the Manager of Budget & Long Term Planning. This is an excellent opportunity for a business-minded individual, capable and comfortable with challenging the status quo, all the while working effectively in a collaborative environment with all Client Operations units and levels.
Job Duties/Accountabilities:
- Capacity Planning and Yearly/Quarterly Budget Modelling
- Determine Demand forecasts (Call volume and Handle Time) and Supply forecasts (Team count, shrinkage, hiring and attrition) for each contact queue within the portfolio
- Work with the Vendor Management/Call Placement, Sales, Marketing and Project & Process Delivery teams to ensure all known future influences are captured and planned/budgeted for accordingly
- Assist in the financial modelling process
- Create and deliver presentations summarizing all assumptions, key metrics, and identifying risk and opportunities to meet our Client Experience and Budget targets
- Month End Expectancy Forecasting & Team count management
- Produce Bi-weekly and month end forecasts identifying variances to financial, team count and key metric targets
- Produce weekly/monthly Team count reporting and via auditing, ensure accuracy at a cost centre, reporting structure and agent grouping level.
- Case Development and Presentation development
- Adhoc reporting and analysis as required
Critical Competencies/Qualifications:
- Experience in a Budgeting/Planning/Forecasting role or related field
- Familiarity with commonly accepted contact center industry practices, terminology, and key metrics
- Strong Case Development and Presentation skills
- Strong analytical and intuitive skills – ability to reason logically, recognize assumptions, and ability to assess (quantify) impacts
- Attention to detail and ability to analyze numbers for accuracy and reasonableness
- Highly organized, independent, and ability to handle multiple requests in order of priority
- Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
- Must have the ability to work within a team, under pressure and respect deadlines
- Flexible and able to comfortably operate in an ever-evolving & changing environment
- Strong understanding of MS Office suite of software, Advanced skills in Excel and Powerpoint
- Knowledge of SAP and Business Warehouse an asset
Education and Preferred Experience:
- Bachelors Degree in Business, Accounting or Accounting designation (or working towards one) an asset
BCE:WKP #Feature *LI-SG
TC:BI
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 03/11/2015
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