Req Id: 67042
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.
Are you passionate about leveraging big data analysis to enhance the customer experience?
Do you want to be part of the team that designs and implements solutions to major customer issues?
Are you able to handle multiple demands at once by prioritizing effectively?
If you answered an enthusiastic “YES” to the above, then you may be the person we’re looking for to join our team! If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we would love to discuss our opportunity with you.
The Role:
- As a member of the ARPU Advocacy group you will develop a deep understanding of different customer interactions and the drivers of negative business impacts including service cancellations, repeat callers and service credits. From there you will leverage this understanding to drive tangible EBITDA business benefits by defining, sizing and building the case for initiatives to improve customer experience. This role entails end to end involvement in solution design, implementation and monitoring involving heavy collaboration with other teams.
- Our ultimate goal is to understand the true value of our customers and their drivers of satisfaction at the level of one. We have both infrastructure and the appetite around data and analytics, we just need the experience and talent to leverage it!
Analysis and Modeling:
- Working with large data volumes efficiently using SAS and Teradata to develop a deep understanding of customer behaviour and quantify specific pain points
- Design solutions and model expected outcomes, individual metrics and overall profitability
- Provide analytical insight to answer questions from the executive and other teams
- End-to-end ownership of projects from data analysis and modeling to strategy design and project implementation
Collaboration:
- Engage with cross functional stakeholders to socialize issues, develop strategies, drive the case for change and implement solutions
- Build and deliver material to gain support and drive action among stakeholder groups, including the Executive team
Preferred Competencies:
- Financial or statistical modeling experience.
- Professional manner as this role has a high degree of executive exposure
- Curious and passionate about learning new skills and techniques
- Strong business acumen
- Ability to negotiate and influence others
- Interest in building impactful presentations and delivering them to different audiences
- Experience in SAS or SQL) is an asset
TC:BI
BCE:WKP #Feature *LI-SG
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 05/03/2015
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