Req Id: 76354
Bell is a truly Canadian company with a 135 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 (WFM) Forecasting team is looking for a Forecasting Specialist to join their team. If you have a passion for delivering exceptional customer experience, you will want to seize this incredible opportunity. The successful candidate will work closely with our stakeholders and customers while supporting various WFM team members. We are seeking a dynamic & forward-thinking individual who is looking for a new & challenging career opportunity.
WFM Forecasting Mandate:
WFM Forecasting is committed to delivering best in class forecasting support for Bell Residential Services and Bell Mobility client operations. This forecasting is intrinsically linked to our budget to provide accurate, useful, and timely information to guide and support strategic decision making to deliver a positive client experience. These stakeholders include Project and Routing Teams, Human Resources, National, Regional and Frontline Contact Centre Operations, Senior Management and other WFM teams.
WFM functions as trusted advisors and subject matter experts to drive homogenous solutions across Mobility and BRS for forecasting and overall business intelligence for the Contact Center.
The candidate should be a strong leader and have excellent analytical skills. We are looking for someone with sound business vision and the ability to balance multiple responsibilities simultaneously. The incumbent should possess excellent negotiation and communication skills to interact with multiple stakeholders at different levels. A passion for improvement and an ability to prioritize and drive change in a complex environment are required. Also a detailed approach and a process oriented mindset will be vital assets.
Tasks/Responsibilities:
- Forecast inbound and outbound demand and shrinkage in the 30-90 day range at a daily level and provide guidance on intraday patterns
- Interface and assist with the Budget/YEE planning and reviews
- Produce weekly schedules and balance conditions
- Manage the relationship between WFM and contact center agents regarding scheduling questions
- Analyze actual results and connect them with the original plan
- Present results to Operations teams on operational performance
- Analyze adhoc requests that influence supply and demand
- Review and assess 3rd party capacity plan on a weekly basis
- Assess team-count reporting from budgeting team and establish hiring plans
- Communicate and co-ordinate hiring efforts with various stakeholder groups
- Analyze short-term staffing conditions and provide solid mitigation plans to the Real Time team
- Conduct post-mortem analysis and extract learnings
- Act as a WFM Subject Matter Expert (SME) on cross-functional project teams
- Identify areas of improvement and propose recommendations
Essential Requirements:
- 2 years of Call Centre management experience or equivalent in a Workforce leadership role
- Strong Mathematical and analytical skills
- Proficiency in MS suite with advanced MS Excel experience
- Exceptional communication skills in spoken and written.
- Bilingualism French and English is required for the candidate in Montreal.
- Ability to understand new concepts and ideas quickly
- Proven ability to establish partnerships and nurture the “act as one” philosophy
- Ability to work effectively both independently and in a team environment
- Very dynamic and capable of decision making
- High capacity to learn, work under pressure to meet tight deadlines
- Results oriented & highly adaptable
- Self-motivated and possess a strong commitment to the vision, mission and values of Customer Service and Bell
Preferred Requirements:
- IEX
- SAS
- T-SQL
- Previous Telecommunications Business Intelligence experience
- Experience with BRS and Mobility applications and processes (One Bill, OrderMax, BCRIS, MaxPlus, etc) would be 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: 05/24/2015
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