Posted: Saturday, September 30, 2017 9:58 PM
Bell is a truly Canadian company with a 137 year track record of success. We are defined by the passion of our team members and their belief in our companys vast potential.
To ensure we continue to be recognized as Canadas leading communications company, were committed to finding and developing the next generation of leaders. This means creating best:in:class career and development opportunities for our employees.
If youre 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.
Would you enjoy partnering with other like minded high energy professionals that are passionate about leveraging data analytics to enhance the customer experience at Bell?
Do you want to be part of the team that designs and implements solutions to major customer issues, partnering with the senior executive team to drive change across the organization?
Would you enjoy working in a fast paced environment? Are you able to handle multiple demands at once by prioritizing effectively?
If you answered an enthusiastic YES to the above, then you may be the person were looking for to join our team If youre passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we would love to discuss our opportunity with you.
As a member of the Customer Experience Proactive Strategy Team you will develop a deep understanding of customer interactions and the drivers of negative business impacts including service cancellations, repeat callers and service credits. From there you will leverage this understanding to drive tangible EBITDA business benefits by defining, sizing and building the business case for initiatives to improve customer experience. This role entails end to end involvement in solution design, implementation and monitoring as well as extensive collaboration with cross:functional teams.
Our ultimate goal is to understand the true drivers of customer satisfaction and proactively influence positive customer experiences.
:Working with large data volumes efficiently using SAS and Teradata to develop a deep understanding of customer behavior and quantify specific pain points
:Design solutions and model expected outcomes, individual metrics and overall benefits
:Provide analytical insight to answer questions from the executive and other teams
:End:to:end ownership of projects from data analysis and modeling to strategy design and project implementation
:Engage with cross:functional stakeholders to socialize issues, develop strategies, drive the case for change and implement solutions
:Build and deliver material to gain support and drive action among stakeholder groups, including the Executive team
:Financial or statistical modeling experience
:Professional manner as this role has a high degree of executive exposure
:Curious and passionate about learning new skills and techniques
:Strong business acumen
:Ability to negotiate and influence others
:Interest in building impactful presentations and delivering them to different audiences
:Experience in SAS or SQL is an asset
Bilingualism is an asset (English and French)
Canada : Ontario : North York
Please online to be considered
• Location: Toronto
• Post ID: 90291052 toronto