Consultant, Workforce Management, Professional Services

Date: Nov 23, 2018

Location: Mississauga, ON, CA

Company: Bell

Req Id: 220295 


Bell is a truly Canadian company with over 138 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.

Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.


Our team is looking for a talented manager who is familiar with the Contact center environment, and more specifically contact center forecasting principles and methodologies. 


Job Duties / Accountabilities:

  • You will perform statistical analysis and identify volume patterns such as growth, trends and seasonality
  • Provide Clients with potential solutions to typical challenges encountered in a call centre environment: seating, call routing, workforce scheduling, results reporting, …
  • Provide / Share general call centre expertise such as industry benchmarking with business partners.
  • Assist Clients through alignment and implementation of their expressed plans to achieve targeted goals.
  • Possess the ability to quickly achieve a strong understanding of the Client processes in order to fulfill data and analysis requests.
  • Be a catalyst in identifying and driving opportunities for improvement;
  • Construct and maintain trusting and pro-active partnerships with the Client.
  • Contribute to the development of improved processes by means of statistical analyses and appropriate recommendations.
  • Provide consulting services to contact center managers seeking effective methods to resolve Workforce management problems of varying complexity.
  • Identify and assess opportunities to introduce new tools or capabilities.
  • Build and maintain strong business relationship with clients and internal Bell business partners
  • Recommend improved management processes by means of analysis and recommendations;
  • Contribute to review and recommendations on special projects and other tasks required by the Client.
  • Training of Client teams on the Verint Ultra 10 and Verint Impact 360 V11.X, Verint V15.X solutions including scheduling, forecasting, and intraday management, quality, speech analytics, text analytics, provide training documentation.




Must have skills:


  • Bachelor’s degree in Applied mathematics, Statistics or any other concentration with significant proportion of mathematics, or equivalent work experience, which ensures an equivalent level of competency (2-5 years);
  • Knowledge of forecasting tools and methodologies;
  • Knowledge of Contact Center environment;
  • Highly organized with demonstrated organizational, analytical, and problem solving skills
  • Bilingual (French and English) an asset;
  • Experience and recognized competency in workforce management solution IEX TotalView
  • Advanced expert knowledge of processes, key performance indicators, and systems, such as IVR, ACD, Verint Utlra 10, Verint Impact 360 V11.x, Verint V15.X,  IEX TotalView including productivity add-ons, etc. in a contact centre environment;
  • Ability to maintain a positive attitude despite high-pressure situations and manage multiple priorities within tight deadlines;
  • Ability to work extended hours to meet deliverables when necessary;
  • Proficient with Microsoft Office software (Excel, Word, PowerPoint)
  • Highly organized with demonstrated organizational, analytical, and problem solving skills.
  • Excellent interpersonal communication skills, ability to work with various levels of management up to and including Senior Management as well as work within multifunctional teams
  • Working knowledge of process improvement methodologies;
  • Strong project management skills, planning, organizing, and prioritizing
  • Excellent analytical and problem solving skills;
  • Professional with strong facilitation and presentation skills;
  • Able to work under pressure and meet deadlines;
  • Possess to following qualities: sense of urgency, autonomy, attention to detail, initiative and flexibility.


  • Hands on Experience in Workforce management (call forecasts, scheduling and queue management database administration, masterfiles compilations, tour groups rotational structures, Agent self serve integrations strategies).
  • Expert level knowledge of  Verint Impact 360 V11.1; V15.X:
    • Excellent knowledge of workforce management systems, processes and policy
    • Excellent knowledge of all phases of Workforce planning, Forecasting/Scheduling and Intra-day functions.
    • Excellent knowledge of QA/QM, Speech Analytics, Text Analyics, Performance Management.
    • Possess the professional experience and aptitude to address escalated issues with a positive outcome
    • Experience troubleshooting system problems within IEX TotalView, providing recommendations for improvement and assistance in the implementation of recommended improvements.
    •  Extensive use of MS office/ Excel spreadsheets, and workforce management tools
    • Training and certification with forecasting / scheduling and related software packages.
    • Excellent leadership and developmental skills
    • General business acumen, including reporting and analysis, presentation skills, and organizational abilities.


Bilingualism is an asset (English and French)


Additional Information:

Position Type: Management
Job Location: Canada : British Columbia : Vancouver || Canada : New Brunswick : Fredericton || Canada : Newfoundland : St. John's || Canada : Nova Scotia : Halifax || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : Montreal
Application Deadline: 12/21/2018

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: CanadaON, Mississauga

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