Analyst Business Intelligence, WFM
Bell Canada
Montreal, QC, CA Montreal, QC, CA
1d ago

Bell is a truly Canadian company with over 137 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.

Do you have strong analytical skills?

Are you a strong with SAS, SQL, coding and extracting data?

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

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

The Business Performance Team is seeking an innovative, creative and dynamic individual to act as the central analytical support proving capacity planning, assessment support and productivity target setting for one of the Voice, Data or Billing and Collections Client Services teams.

Within Bell Business Markets, the Client Services organization has the mandate to improve the customer experience for Mid Market, Large Market and Wholesale customers.

Reporting directly to the Senior Manager Workforce Management Planning who will support the operations team through business case analytics, financial, strategic and long term capacity planning.

This responsibility comprises collecting and interpreting data from multiple sources, identifying and communicating trends, risks and opportunities regarding the financial results, customer request volumes and productivity.

This position calls for a flexible, business minded individual who is focused on results and driving change. To this end, you 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 for you to work in a high profile, challenging environment

Key Responsibilities :

  • Retrieve relevant data and organise into easily accessible repositories.
  • Transform collected data into fact based analysis to influence positive business changes.
  • Design, track and interpret business results and key performance indicators and develop and manage analytical forecasting models driving business strategy and productivity
  • Recommend and implement action plans based on these indicators / models to mitigate risk and optimize the performance of your operational partners
  • Incorporate output of analysis into the Client Service capacity plan and financial projections
  • Develop and maintain strong partnerships with other operations, marketing and finance primes
  • Provide strategic business intelligence support to executives and upper management for strategy discussions on a weekly and monthly basis
  • Critical Competencies :

  • Strong analytical and data mining skills, with an acute attention to detail
  • Fully proficient in MS Office suite as well as SQL
  • Knowledge of statistical analysis methodologies / Knowledge of sampling, and survey techniques and statistical methodologies
  • Proven ability to put analysis into a business context and clearly articulate implications and recommendations
  • B.S. in operations, engineering, finance or another quantitative discipline
  • Minimum 2 years experience in a modelling and analytics role
  • Proven ability to develop viable financial business cases
  • Communication (spoken and written) skills suitable for an executive audience
  • Deadline driven with excellent project and time management skills
  • Passion for uncovering business needs, identifying opportunities, and aligning efforts to ensure timely implementation
  • Flexible and able to tackle duties outside of your usual scope of work when called upon
  • Preferred Competencies :

  • Experience in a Sales or Business Operations role with experience in forecasting
  • Experience in call centres or workforce management
  • Familiar with the Client Services organization
  • LI-CM1

    Bilingualism is required (English and French)

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