Req Id: 82996
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 Loyalty and Retention – Forecast and Insight Team is responsible for providing a view into the history and unfolding future of our base customers, and leveraging that insight into proactively engaging and influencing upstream teams (i.e. Sales & Marketing, Products, Field Teams). Focusing on voluntary cancellations, and the reasons why our Customers choose to deactivate, our team helps drive a better experience for our customers, and better value for the organization.
We are looking for an analyst to join the team to improve on existing, and drive new client insight and forecasts in order to better answer the ever-evolving and complex business questions asked.
Job duties / accountabilities:
- Understanding the rationale and drivers for customer cancellations for better ability to anticipate and proactively take action, the role is split between:
- Developing forecasts that allow for more precise and accurate results for customer churn.
- Analysing and communicating results and drivers
- Providing insights on areas of opportunity to improve customer churn
- Create executive strategy presentations
- Communicating results, forecasts, and strategy plans to the executive team
Critical Qualifications:
- Undergraduate Degree – Business/Commerce is ideal
- 2+ years of data modeling and analytical experience
- Excellent interpersonal skills
- Passionate individual who wants to succeed
- Ability to work well with a team
- Proven experience presenting results to mid/ senior level management
- Strong oral and written communication skills required
Preferred Skills:
- Strong visionary, planning and execution abilities
- Strong negotiation skills, ability to negotiate and influence others
- Excellent relationship building and stakeholder management skills
- Experience with SAS, SQL, Microstrategy, Tableau an asset
TC:MKT
BCE:WKP #Feature*LI-VL
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 03/14/2014
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