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.
Corporate Groups offers best practice services to support the organization, including Finance, Legal & Regulatory, Brand, Corporate Services – including HR, Communications, Real Estate, Security and Procurement & Value Creation.
The Workforce Management team supports Client Operations for Bell Mobility and Bell Residential Services (Home Phone, Internet, TV and Fibe) is currently looking for a highly motivated and energetic individual to fulfill the role of Budget and Long Term Planning Specialist. The WFM Budget and Long Term Planning Team is responsible for the Capacity Planning, Yearly Budgeting, Monthly/Quarterly forecasting, Month end reporting, Team count reporting, Performance & Compensation Management, Expense Management, Weekly Executive reporting, and Financial Modelling for all client facing contact queues within Client Operations.
The selected candidate will report to the Senior Manager of Workforce Management. This is an excellent opportunity for a business-minded individual, capable and comfortable with challenging the status quo, while working effectively in a collaborative environment with all Client Operations units and levels.
Job Duties/Accountabilities:
- Capacity Planning, Yearly budgeting, Quarterly forecasting, Monthly Mini-Forecasting and Financial Modelling
- Determine Demand forecasts (Call volume & Handle Time) and Supply forecasts (Team count, shrinkage, hiring and attrition both internal & external) for each contact queue within Customer Operations
- Work with the Vendor Management/Call Placement, Sales, Marketing and Project & Process Delivery teams to ensure all Vendor strategies, Sales & Marketing campaigns and KFIs (known future influences) are captured and planned/budgeted for accordingly
- Assist in the financial modelling process
Expense Management and Weekly Executive reporting:
- Produce Daily month end expense forecasts identifying variances to financial, team count and key metric targets, provide explanations and suggestions to executives for decision making
- Work closely with other teams (i.e. project delivery; scheduling, real time management, vendors management) to provide guidance and assistance
- Create and deliver weekly decks for VPs and SVP summarizing all assumptions, key metrics, and identifying risks and opportunities to meet our Client Experience and Budget targets
Month End Reporting & Team count management:
- Produce weekly/monthly Team count reporting and via auditing, ensure accuracy at a cost centre, reporting structure and agent grouping level.
- Produce month end metrics and financial reports with detail explanations to EVP (i.e. Service Level, Demand and Supply, Challenges and highlights in the month, and Implementation Strategies for upcoming month)
Performance and Compensation Management:
- Produce both internal and external weekly/monthly agent performance reports with detail analysis by segment and site
- Produce bi-weekly compensation forecasting and monthly compensation payout files
- Communicate effectively with all client operations teams to properly evaluate agent performance, configure ranking and pay grade structure, validate & update current month compensation payout and upcoming month performance targets
- Adhoc reporting and analysis as required
Critical Competencies/Qualifications:
- Experience in a Budgeting/Planning/Forecasting/Performance & Compensation Management role or related field
- Familiarity with commonly accepted contact center industry practices, terminology, and key metrics
- Strong analytical and intuitive skills – ability to reason logically, recognize assumptions, and ability to assess (quantify) impacts
- Attention to detail and ability to analyze numbers for accuracy and reasonableness
- Highly organized, independent, and ability to handle multiple requests in order of priority
- Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels)
- Must have the ability to work within a team, under pressure and respect deadlines
- Flexible and able to comfortably operate in an ever-evolving & changing environment
- Advanced skills in MS Excel and Powerpoint
Education and Preferred Experience:
- Bachelor Degree in Business
- Accounting designation (or working towards one) is an asset
- Master degree (i.e. MBA) is an asset
- Knowledge of SAP and Business Warehouse is an asset
BCE:WKP #Feature *LI-NC TC:CC
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Toronto
Application Deadline: 08/04/2015
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, Toronto