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 Opportunity Identification team supporting the Workforce Management (WFM) area of Bell’s Client Operations Division is seeking a motivated and energetic individual to fulfill the role of Specialist, Opportunity Identification. 

The selected candidate will report to the Senior Manager, Opportunity Identification (WFM).  This is an excellent opportunity for a business-minded individual, capable and comfortable with disputing the status quo, all the while working effectively in a collaborative environment with all Client Operations units and levels. 

Job Duties/Accountabilities:

• Development and contribution to Executive-Level presentations
• Understand and assess complex sets of information and be able / comfortable to provide distilled insight and recommendations
• Apply statistical models to interpret data; maintain and apply a deep understanding of WFM and Operations practices to help inform data interpretation.
• WFM Process mapping and maintenance
• Standardization and maintenance of WFM’s materials, meetings, and processes for keeping stakeholders involved, and plugged into WFM planning and decision process
• Knowledge of WFM best practices, including:  Forecasting, Financial Analysis, Scheduling, and Real Time Management
• Financial analysis, scenario development of WFM key decisions
• Work collaboratively in cross functional teams, where you are expected to be an advocate and influence on behalf of WFM
• Assist the Senior Manager in developing and maintaining an application-based model for Front Door request management, and guidelines for escalation
• Project management / change management for WFM team priorities
• Recognize patterns in business requests and adapt reporting practices and self-serve tools to anticipate and prevent future requests

 Critical Competencies/Qualifications:

• Undergraduate Degree in Business/Finance, Statistics, Applied Science or similar related field is considered an asset 
• 3-5 years experience in an Opportunity Identification, Reporting or Workforce-Management Related Discipline (Budgeting/Planning/Forecasting/Real Time support) 
• Familiarity with commonly accepted contact center industry practices, terminology, and key metrics
• Advanced Excel and PowerPoint skills, including presentation delivery 
• Excellent communications skills, both written and verbal (ability to effectively communicate and present to people at all levels) 
• Strategic thinker capable of identifying opportunities to enhance our business and processes