At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

 If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.  

Bell’s forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers. We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.  

The Customer Experience Proactive Strategy team’s objective is to lead the strategic proactive plan through operational performance insights, strategic analyses and the development of both short-term and long-term vision of the group. 

The Specialist, Business Process, is responsible for identifying, conducting analysis, recommending and implementing process improvements to support the improvement of Sales Disputes and optimize processes for cross-functional operations teams. The successful candidate must be able to delve deeply into complex business problems, create, and implement long-term solutions to improve overall performance related to disputes across all the contact centers.

 Key Accountabilities:

• Lead the strategic direction of re-engineering our processes in Blueprints in building out our Sales Dispute program
• Lead deep dives and business case activities, providing statistical data/root cause analysis that identify opportunities to reduce disputes
• Conduct detailed and extensive research and analysis and identify trending disputes to support recommendations
• Create and manage process plans and related documentation in accordance with established process management methodology
• Effectively engage, lead and influence cross-functional teams to deliver highest level of quality on all projects within committed timeline and scope, and meeting all project requirements and deliverables
• Establish and execute communication plans, change management and benefit tracing strategies
• Proactively seek out opportunities to better customer resolution on every call  through process improvement and project support

 Essential Qualifications/Competencies:

• Excellent strategic thinking, analytical, and problem-solving skills
• Ability to recognize gaps, evaluate and size opportunities, and articulate recommendations to influence stakeholders
• Can see beyond the symptoms of a business issue, and apply analytics to create solutions in a logical and effective manner
• Strong analytical skills and data mining skills with the experience in developing / managing business requirements
• Strong organizational and time management skills to meet deadlines & flexibility to handle changing priorities
• Excellent communication skills (written & spoken)
• Passion for driving improvements
• Advanced knowledge of Microsoft Office environment and Tools, MS Project is an asset

 Preferred Qualifications:

• University Bachelor's degree in business, operations, engineering or related experience equivalent work experience in process improvement roles
• 2+ years in telecommunications industry
• Preparation of Executive strategy presentations
• Experience in results reporting and process analysis