Req Id: 73316
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.
Do you have strong analytical skills?
Are you a strong with SAS, SQL, coding and extracting data?
Are you savvy with interpreting data from multiple sources?
Do you want to have an opportunity to directly influence the business?
If you answered an enthusiastic YES to the above, this role could be for you!
Being at the forefront of strategy and execution, we are always in need of talented 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.
The Role:
The Call Center Infrastructure team is at the forefront in the design and delivery of large capital and IT dependent programs focused on supporting the achievement of Bell’s Strategic Imperatives. If you are a dynamic, technical and execution (critical thinking/analytical) focused Individual, we have room for you to grow within our team.
Reporting directly to the Manager, Program Design and Delivery, the Project Design and Delivery Leader is accountable for the successful design, planning and implementation of comprehensive analytical studies that help Bell invest in critical areas to deliver a best in class customer experience. The candidate will be responsible for identifying opportunities to improve the customer experience, costs, and revenue through interpretation of all customer performance metrics.
Working closely with a number of internal partners, including BI, the operations, marketing, product development, etc. the Project Design and Delivery Leader will be responsible for assessing customers’ and end users’ needs and experiences in order to design and deliver programs with speed and accuracy. The Project Design and Delivery Leader must be a highly motivated and professional individual with a passion for improving the overall Customer Experience and delivering initiatives to drive specific results.
Key Responsibilities:
- Liaise with project/operation teams to gain alignment on future mode of operation, scope and implementation strategy
- Retrieve relevant data and conduct fact based analysis to support FMO design;
- Help define the framework to evolve and improve existing analysis activities to meet the changing needs of the business;
- Recommend deployment strategies enabling easy identification of project impacts;
- Design sound tracking methodologies to track project benefits;
- Be aware of the mode of operation for various customer experience processes;
- Build solid relationships with key stakeholders to spread client experience thinking across the organization;
- Manage ongoing communications regarding project impacts;
Critical Competencies:
- Strong analytical and data mining skills, with an acute attention to detail;
- Knowledge of database querying (SAS / SQL);
- Knowledge of sampling, and survey techniques and statistical methodologies.;
- Knowledge of statistical analysis methodologies;
- Proven ability to put analysis into a business context and clearly articulate implications and recommendations;
- Highly motivated individual with a passion for delivering results.
- Effective communication and presentation skills.
- Proven ability to work in a fast paced environment and managing multiple deliverables through effective prioritization and tight deadlines
- Strong abilities in the suite of Microsoft Office products (MS Project, Visio, MS Office);
- Knowledge of database querying (SAS / SQL an asset);
- Must have a very sound knowledge of the industry: mode of operations, systems and applications.
- Demonstrated strong leadership skills
- Must have Strong organizational and prioritization skills
- Ability to lead cross functional teams
- Ability to influence at all levels
Preferred Competencies:
- University degree or equivalent experience in Business or Business (or Mathematics)
- High level understanding of E2E (end to end) Customer Experience Bell Residential Services & Mobility processes
- Bilingual an asset
BCE:WKP #Feature *LI-SH
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal
Application Deadline: 04/02/2015
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, QC, Montreal