Req Id: 73311
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 Bell Customer Operations Project Design and Delivery 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 passionate, dynamic and execution focused person, we have room for you to grow within our team.
The Role:
Reporting directly to the Senior Manager, Program Design and Delivery, the ideal candidate is accountable for the successful design, planning and implementation of programs and/or projects that help Bell deliver a best in class customer experience. This individual will be responsible for managing the end to end analysis, design and delivery with a cross functional teams, as well as identifying and influencing opportunities to improve the customer experience, costs, and revenue.
Working closely with a number of internal partners, including IT, Operations, Marketing, etc. the applicant will be responsible for assessing customers’ and agents’ needs and experiences in order to design and deliver programs with speed and accuracy. The candidate must be capable of interpreting Call Center results and data to generate insights and concepts to improve the overall Customer Experience and deliver initiatives to drive specific results. It’s imperative that the candidate is strategic and analytical and has the ability to think outside the box and drive new unique approaches.
Key Responsibilities:
- Lead, plan, organize and implement the design and delivery of projects involving change management and systems implementation
- Effectively engage, lead and influence cross functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables.
- Actively lead the creation of business cases and financial forecasts to prove the viability of new initiatives, including data collection and analysis, process mapping and redesign, and potential operational efficiencies.
- Engage and build strong relationships with project sponsors and stakeholders to incorporate their goals, and instill confidence to ensure alignment to and adoption of solutions.
- Data analysis – Analyze data to proactively provide insight for opportunities and related solutions
Experience / Core Competencies:
- Be highly self-motivated with proactive & creative approach to problem solving
- Ability to work in a fast paced environment and manage multiple projects through effective prioritization while meeting timelines
- Authentic, professional and confident communicator able to influence project teams and stakeholders through effective communication and presentation skills
- Bachelors Degree in Business, Engineering, Computer Science, or Marketing is an asset.
- Project Management Designation/Certification is an asset.
- High level of computer proficiency with Microsoft Office tools (Excel, Word, Powerpoint and MS Project)
- Strong analytical skills in order to be able to interpret data and generate insights and actions
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