Req Id: 79569
Bell is a truly Canadian company with over 135 years 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.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Are you a practical/analytical thinker? Do you enjoy leading change and working with external clients to deliver results while driving change and efficiencies in organizations? Then we might have the perfect role for you.
As a Senior Consultant, Workforce Optimization, you will be responsible for providing a full range of support services to external clients of Bell Business Markets. The scope of services includes but is not limited to: managing multiple internal and external relationships, including the ability to work closely with a variety of stakeholders to achieve common business objectives; Manage expectation/concerns within the organization and vendor /partner organizations through strong, professional communication and leadership skills; Manage/develop relationship network as required by dealing with individuals at all levels of the organization and vendor /partner organizations; Leading and contributing to change programs focused on improving productivity and efficiencies in cleient contact centre; and contributing to special projects on strategies, best practices, technologies and adult learning.
Responsibilities:
- Coordinating and executing overall results analysis relative to plan, diagnostic analysis of regional sales progress, and tracking action to improve performance to plan
- Supporting the regional sales teams to communicate results to the executive level
- Working with sales management to identify and prioritize opportunities to improve sales performance; managing and executing analytic projects to realize sales such opportunities
- Supporting regional sales teams in understanding and implementing optimization initiatives
- Acting as an independent internal consultant and advisor to an assigned sales executive
Skills and Competencies:
- Research: gathering financial, market and operational information for decision-making
- Quantitative analysis: executing steps necessary to turn data into information and insight to support management decisions
- Building powerful presentations: conceptualize, design and build presentation-format documents for executive meetings and client meetings
- Business writing:
- Workflow management: self-sufficiency in managing activities of self or a virtual team
- Executive relationship management: experience holding and managing direct relationship with VPs and higher level executives
- Managing teams: experience leading and supervising virtual or direct report teams
- Work product delivery: converting requests for information, ideas or outcomes into hard output designs; managing and executing deliverables to specification
- Strong skills in MS Excel, PowerPoint are essential to this role
- Database skills (e.g., MS Access) will be considered a strong asset
Required Skills:
- Minimum 5-10 years experience in medium to large complex contact centres.
- Expertise in call centre operations including QA/QM, Analytics, and Workforce Management is required.
- Industry technology certifications an asset (IEX, Verint, NICE, Avaya, Cisco)
- Experience with curriculum development and adult learning is preferred
- Experience Post secondary education (preferably in Business or related field)
- Strong organizational and project management skills with the ability to prioritize, balance conflicting tasks and manage internal and external stakeholders
- Ability to communicate effectively at all levels of the organization
- Well developed presentation and interactive skills sufficient to present both factual and conceptual information/ideas
- Strong analytical and creative, customer-focused problem solving skills.
- Proven ability to make sound business decisions based on quantitative and qualitative information
- Strong interpersonal and communication skills, both written and verbal.
- Demonstrated ability to influence and support members of cross-functional teams to deliver on-time
- Experience working directly with the executive level is an asset
Preferred Skills/Education:
- Business / Finance / Marketing / Engineering degree, preferably at the graduate level or equivalent
BCE:WKP #Feature
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga
Application Deadline: 06/09/2015
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, Mississauga