Specialist, Business Process Optimization

Date: Aug 9, 2019

Location: Dorval, QC, CA

Company: Bell

Req Id: 235919 


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we’re revolutionizing how Canadians communicate.

If you’re ready to bring game-changing ideas to life and join a community that values bold ideas, 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.


Do you want to have an opportunity to directly influence business strategy?


Are you passionate about finding improvement opportunities?


In addition, do you want the chance drive significant benefits for our business by capitalizing on those opportunities?


If you answered an enthusiastic YES to the above, this role could be for you!


Being at the forefront of business process optimizations, we are always in need of talented people who like to get things done.  If you are looking for more than just another place to work and are not afraid of challenges, we would like to hear from you.


Key Responsibilities:

  • Find opportunities
    • Work with customer operations stakeholders, available reports and homegrown tools to identify potential improvement opportunities
    • Assess collected data and conduct fact based analysis to support and/or define strategy
  • Present findings to obtain sign off
    • Build PowerPoint presentation that will support recommended strategic change
    • Review benefits of potential strategic changes with directors and executives
  • Lead execution of change to implement
    • Using project management methodologies, create and lead plan to execute necessary changes
    • Lead team of multiple stakeholders with different objectives
    • Get alignment from project team allowing business need to be met
    • Lead necessary changes to call center processes in Blueprints
  • Track improvements
    • Partner with our internal data scientists team to define best tracking methodology
    • Report on results and make necessary adjustments to optimize benefits

Critical Competencies:

  • Good analytical skills with an acute attention to detail
  • Proven ability to put analysis into a business context while clearly articulating implications and recommendations
  • Strong business acumen helping to identify business opportunities
  • Highly motivated individual with a passion for delivering results
  • Strong political abilities allowing to influence stakeholders
  • Strong abilities in the suite of Microsoft Office products (MS Excel and PowerPoint);
  • Must have a very sound knowledge of the industry: mode of operations, systems and applications related to call center operations at Bell
  • Project management experience is an asset
  • Demonstrated strong leadership skills
  • Must have strong organizational and prioritization skills

Preferred Competencies:

  • University degree or equivalent experience in telecommunication business
  • High level understanding of E2E (end to end) Customer Experience Bell Residential Services & Mobility processes


Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. 


Additional Information:

Position Type: Management 
Job Status: Regular - Full Time 
Job Location: Canada : Ontario : Don Mills || Canada : Ontario : Toronto || Canada : Quebec : Dorval || Canada : Quebec : Montreal 
Application Deadline: 08/23/2019 


Please apply directly online to be considered for this role.  Applications through email will not be accepted.


At Bell, we don’t just accept difference - we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.


Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.


Created: CanadaQC, Dorval

Find similar jobs: