Req Id: 83854
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.
The Bell Residential Services team is in the business of enabling customers to connect with people, information and entertainment by delivering integrated products and service experience for consumers while enhancing our competitiveness in the marketplace. The team provides customers with Bell Home phone, local and long distance services, Bell Internet, Bell Satellite TV and amazing new technologies such as Bell Fibe TV.
The primary role of the Business Analyst within Customer Care is to complete complex reporting and data analysis to support a specific line of business. This role will develop robust and timely analytical information to help manage the day to day operations, support weekly and monthly performance/variance meetings, drive business case analysis and create executive level reporting for VP/SVP review meetings. The analyst will pull from a variety of data sources including cognos cubes and Microsoft Excel cubes/pivot tables and create meaningful analytical packages to provide business intelligence to the operational primes.
Responsibilities:
- The responsibilities of the Business Analyst are as follows:
- Overall responsibility is to help internal stakeholders understand business performance as it pertains to the line of business they are supporting through data analytics
- Develop and maintain daily/weekly/monthly reporting to help Customer Care operations manage the day to day operations (ie agent level information)
- Develop and maintain weekly/monthly reporting and complete in-depth analysis to drive insight into results against target and trend
- Complete in-depth analysis to support any business case development required for future investment in systems or initiatives
- Develop executive level reporting/packages to provide more high level/strategic view of business performance
- Complete weekly and monthly forecasts for Key Performance Indicators as inputs to the monthly and annual planning cycles
- Complete ad hoc analysis in support of key stakeholders as issues and opportunities arise that require an analytical lens
Skill/Experience/ Requirements:
- Essential:
- Excellent understanding of MS Office expertise, in particular Excel (comfort with complex formulas and pivot tables).
- Experience and comfort with Cognos and Microsoft (SQL) cubes
- Experience in completing in-depth analysis including statistics-based analytics (ie correlation, stratification, deviation, variation)
- Excellent problem solving and critical thinking skills
- Excellent organization and prioritization skills
- Excellent written and verbal communication skills
- Ability to think conceptually and make the complex seem simple
- Strong interpersonal, collaborative and communications skills
- Ability to work individually and as part of a team
- Ability to work autonomously and meet deadlines
Education/Certificates Required:
- Bachelor's degree or equivalent with a minimum of 4 years of professional experience, or a Master’s Degree with a minimum of 2 years of professional experience.
Optional Skill Set:
- Knowledge of and experience in the Contact Centre industry is a strong asset for this role.
BCE:WKP #Feature *LI-SH
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : New Brunswick : Saint John || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Prince Edward Island : Charlottetown
Application Deadline: 2015-08-05
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, NS, Halifax