Senior Manager, Workforce Management

Date: Dec 7, 2018

Location: Verdun, QC, CA

Company: Bell

Req Id: 212104


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.


The Role

Are you passionate about the customer experience and willing to do whatever it takes to make it great?
Are you an effective, confident communicator that knows the right questions to ask to get the job done?
Do you thrive in a fast paced environment and enjoy being a key player in evolving the customer experience for small business customers through data and performance insights?

The Business Performance Team is seeking an innovative, creative and dynamic individual to lead a team of specialists providing capacity planning, assessment support, and productivity target setting for Bell Business Market’s Client Services organization.  Our team has the mandate to improve the end to end customer experiences for Mid Market, Large Market, and Wholesale customers. 

Reporting directly to the Director of Workforce Management you will lead a team that acts as the central analytical support for the operations through business case analytics, financial, strategic and long-term planning.  This responsibility comprises identifying and communicating trends, risks, and opportunities regarding the financial results, customer request volumes and productivity of the Voice, Data, Service Assurance, Billing and Collections teams. 

This position calls for a flexible, business-minded individual who is focused on results and driving change.  To this end, this candidate must be capable and comfortable challenging the status quo, while working effectively in a collaborative manner with all business units and levels. This is an excellent opportunity to work in a high profile, challenging environment


Key Responsibilities

  • Manage a team of specialists who track and interpret business results and indicators as well as designing analytical models driving business strategy and productivity
  • Recommend and implement action plans based on these indicators/models to mitigate risk and optimize Client Services performance
  • Incorporate the output of analysis into the Client Service capacity plan and financial projections
  • Optimize and maximize resources, seeking out new and improved analytical opportunities resulting in enhanced business performance
  • Develop and maintain strong partnerships with other operations, marketing, and finance primes to provide strategic business intelligence support to executives and upper management for strategy discussions on a weekly and monthly basis


Critical Competencies

  • B.S. in operations, engineering, finance or another quantitative discipline
  • Minimum 4 years of experience in a modeling and analytics role.  Strong preference would be for experience in a Sales or Business Operations role with experience in forecasting
  • Proficient with statistics
  • Excellent skills in Excel and PowerPoint
  • Demonstrated application of a wide range of analytical techniques to solve a variety of business problems
  • Passion for uncovering opportunities and aligning efforts to ensure timely implementation
  • Proven conflict resolution skills
  • Communication (spoken and written) skills suitable for an executive audience
  • Deadline driven with excellent project and time management skills
  • Flexible and able to tackle duties outside of your usual scope of work when called upon
  • Builds and maintains good partnerships and networks


Preferred Competencies:

  • Experienced in the development of analytical models
  • Proficient in SQL, SAS, and Microstrategy
  • Experience in call centers or workforce management
  • Familiar with the Client Services organization




Bilingualism is an asset (English and French)


Additional Information:

Position Type: Management
Job Location: Canada : Quebec : Verdun
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: CanadaQC, Verdun

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