Workforce Agent

Date: May 6, 2019

Location: Verdun, QC, CA

Company: Bell

Req Id: 233588 

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. 

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.


Name of Company: Bell Canada
Job location address: 1 Alexander-Graham-Bell, Verdun, Qc
Job status: Temporary Part Time

Name and description of the hiring department:

The Workforce controller will be generating the schedules for BBM representatives and is confronted with the daily challenge of making any necessary schedule adjustments as a result of all planned or unplanned situations while optimizing manpower and meeting service level objectives.


Job Duties / Accountabilities:

The successful candidate will be reporting to the Scheduling/Intraday Manager and will be responsible for employee scheduling and call monitoring for the Bell Business Market call centres and ensure specific service level and productivity goals are met. 

  • Manage the inbound calls coming in the call center in order to meet Service Level

    and Occupancy objectives

  • Modify programmed scripts and call allocations in different applications and databases
  • Produce on time and error free various reports and results indicators, and analyze

    the results

  • Analyze on a daily basis key indicators for service level, identify opportunities 

    of improvement and provide recommendations

  • Behave in a proactive way all the time
  • Create and adjust schedules for Ontario & Quebec representatives
  • Establish workforce availability to balance actual with requirements. Define staffing levels required
  • Assign available tours to employees based on contractual agreement and employee preferences
  • Plan and coordinate off-line activities and process requests for time off based requirements
  • Produce payroll reports and administer special schedules (vacation, holidays)
  • Bring the required modifications to the agents’ schedules, and schedule offline

    activities (training, coaching, etc.)

  • Collaborate and communicate effectively with all levels of the organization
  • Answer to various requests from internal customers (telephone, emails, others


Essential Qualifications / Competencies:

  • French and English (read, spoken, written), fluent in both languages with no significant limitation (validation test)
  • MS Excel intermediate level (pivot tables validation test)
  • MS Word intermediate level
  • MS Outlook intermediate level
  • Strong resistance to stress and pressure
  • Capacity to handle priorities and frequent changes in priorities
  • Strong analytical/mathematical skills
  • Excellent communication and computer skills
  • Ability to work under tight timeframes and continuous multi-tasking
  • Possess the following qualities: sense of urgency, autonomy, attention to detail, initiative and flexibility
  • Must be discrete when confronted with delicate issues involving the balance between company needs and employee satisfaction
  • Strong team player


Preferred Qualifications / Competencies:

  • Knowledge of SAP
  • Knowledge of  IEX Total View
  • Excel advance level
  • Knowledge Symposium
  • Experience in a call center
  • Experience in Workforce management (call forecasts, scheduling and queue management)
  • Knowledge of Clerical et Technician collective agreements


Working Conditions:

  • Available Monday to Friday, between 8h00 am and 6h00pm and on certain holidays
  • Compressed work week not available


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


Additional Information:

Position Type: Union 
Job Status: Temporary - Part Time 
Job Location: Canada : Quebec : Verdun 
Application Deadline: 05/16/2019 


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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: Canada, QC, Verdun

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