Specialist, WFM

Date: Aug 12, 2019

Location: Mississauga, ON, CA

Company: Bell

Req Id: 238260 


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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.



The Field Services Workforce Management and Long Term Forecasting Team is responsible for all of the load and resource forecasting for each provisioning and assurance market in Ontario and Quebec.  This includes data, gateways, consumer, business, cable maintenance, and CO for all technicians (Bell, Aliant, Bell Technical Solutions, Expertech and Contractor).


The manager's tasks will include developing load forecasting models, analyzing workforce capacity and performance, and building recommendations for improving workforce management strategies. The successful candidate must have proven mathematical skills – including a strong statistical background, an open-minded approach to problem-solving and a drive to achieve superior results.


Job Duties/Accountabilities:

  • Workforce management modeling: force-to-load analysis, supply/demand modeling, optimization of workforce resources, performance analysis
  • Develop forecasting models to predict load
  • Understand key drivers for load variations
  • Build hiring and/or training plans based on load projections, skillset base analysis, potential gaps and other elements such as costs, business priorities, attrition, etc.
  • Develop recommendations and implement new processes, systems or  tool  to support business needs,  as required


Critical Qualifications/Competencies:

  • Mathematical modeling, statistical analysis
  • Forecasting methods (time-series, regressions)
  • Problem-solving
  • Advanced Excel  (pivot tables, charts, conditional formatting, Analysis toolpak, etc.)
  • PowerPoint
  • Excellent verbal and written communication


Management Skills:

  • Strong leadership skills with risk-management
  • Strong sense of initiative and ability to prioritize
  • Ability to adapt and work in a fast paced environment with good tolerance to ambiguity
  • Results-oriented
  • Establish & maintain effective relationships with cross-functional product teams, colleagues and process teams, including virtual environment (i.e. conference calls, videoconference)
  • Understanding of business needs/input, customer focus
  • Autonomous and self-motivated


Preferred Qualifications/Competencies:

  • University graduate within a relevant field
  • Knowledge of forecasting/scheduling models
  • Knowledge of forecasting software Eviews, Stata, SAS, Forecast Pro
  • Knowledge of operational research concepts
  • Field Services or Call centre operations expertise
  • 2 years of experience within similar management functions
  • Change management skills


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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 : Mississauga 
Application Deadline: 08/26/2019 


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: CanadaON, Mississauga

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