Req Id: 78093
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 Role
Are you passionate about the customer experience and willing to do whatever it takes to make it better?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy playing a part in creating the vision for exciting leading edge projects?
The Bell Customer Experience Project & Process Delivery team is at the forefront in the design and delivery of large capital dependent programs focused on supporting the achievement of Bell’s Strategic Imperatives.
The Project Manager, Performance & Insights is accountable for the analytical methodology and metric tracking of projects.
You will support teams of project leaders with insights, analytics, and financial governance support to deliver complex, high value programs and/or projects intended to enable our people to deliver a best-in-class customer experience.
If you have a background in consulting on large strategic programs, are experienced, and are passionate about the customer, this is a great opportunity to play a leading role in contributing to Bell’s key strategic imperatives.
Key Responsibilities
- Provide quantitative analysis and insight into call centre cost and customer experience drivers. This analysis will be used to support program roadmaps, project delivery teams, and overall customer experience strategy.
- Develop and manage financial business cases and forecasts to prove the viability of new initiatives.
- Partner in the vision, design and delivery of large-scale cross functional programs, involving change management and systems implementation, from concept to execution.
- Engage and Influence senior management and executives through all project phases to ensure alignment and adoption of deliverables.
- Create and deliver compelling strategic presentations to provide project status updates to senior management and executives.
- Demonstrate strength and build experience in the following areas:
- Analytics - Analyze and evaluate customer-level data to provide enriched customer insights and identify opportunities for improvement.
- Diagnostics - Investigate key problem areas to focus efforts and corrective action.
- Contact Centre Dialogue - Analyze customer feedback to identify trends and opportunities.
- Market Research - Conduct recurring and ad-hoc market research to identify and prioritize enhancements.
- Benchmarking - Ensure that best-practices, trends, and competitive activity is continuously monitored to influence strategy and solutions for all initiatives.
Experience/Core Competencies
- Strong analytical skills with the proven ability to develop viable financial business cases and forecasts.
- Passion for uncovering business needs, identifying opportunities, and aligning efforts to ensure timely implementation.
- Experience in creating strategic presentations to executives and senior management to provide project updates, obtain approval for financial support or changes to project design/scope.
- Ability to understand complex dynamics of working with multiple stakeholders with divergent interests.
- Proven conflict resolution skills.
- Technically inclined with a thorough understanding of the telecom/technology space as well as current market trends.
- Fully proficient in MS Office suite
- Working knowledge of SQL (ability to write queries a must) and SAS (would be a great asset)
Preferred Experience and Education
- Bachelor Degree in Business, Science, or Engineering considered an asset.
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto || Canada : Quebec : Dorval
Application Deadline: 06/10/2015
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, Dorval