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Specialist, Customer Strategy and Operations

4 months ago

Montreal, Quebec, Canada Bell Full time
Req Id: 412500


At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.


If you're ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

Bell's forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers.

We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.

En tant que Spécialiste, stratégie client et exploitation, vous contribuerez à façonner l'avenir de notre expérience client libre-service


En collaboration avec les équipes Bell Mobilité et Services résidentiels, vous analyserez les comportements des clients et des agents afin de définir et d'exécuter des programmes qui optimisent les opérations et accélèrent le détournement des appels vers les canaux libre-service.

Vous dirigerez une combinaison d'efforts proactifs, y compris le soutien des livrables hautement prioritaires en cours et à venir, et d'efforts réactifs, en identifiant et en gérant les micro et macro facteurs ayant une incidence sur notre rendement.

Nous sommes à la recherche d'un leader éclairé hautement performant qui peut nous aider à identifier et à piloter des initiatives qui changent la donne, et qui n'a pas peur d'exercer une influence multidisciplinaire au sein des équipes Ingénierie des données et intelligence artificielle, Informatique décisionnelle et Marketing pour réaliser ces initiatives

Key Accountabilities:

  • Develop frameworks and data models to evaluate customer behaviours in our contact centres and selfserve tools, and develop programs to migrate callers/chatters to selfserve users
  • Use qualitative and quantitative analytics to proactively identify opportunities to maximize selfservice and reduce operational costs
  • Define optimization opportunities across UX/UI, process, and policy to maximize volume and value of selfserve transactions
  • Identify and analyze best practices across national and global competitors to help drive innovation
  • Storyboard analytical findings and regularly prepare executivefacing presentations articulating business challenges, with your recommendations to resolve including business case and implementation plan
  • Conduct postmortems to measure the impact of your efforts and drive continuous improvement

Preferred Competencies and Qualifications:

  • University degree in a relevant discipline (i.e. Business, Engineering, Computer Science) or equivalent experience
  • A proven track record in operational, product management, or engineering roles
  • Exceptional communication skills: both verbal and written, for technical and business audiences
  • Strong interpersonal skills and team focus, with ability to lead and work within immediate, extended and multidisciplinary teams
  • Quick learner, flexible and able to comfortably operate in an everevolving and changing environment
  • Indepth knowledge of Excel and PowerPoint, with proven ability to gather, organize and manipulate data and turn results into insights
  • Python, advanced Excel modeling, and SQL (SAS, Teradata) experience is an asset
LI-PG

talent

EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:
Management

Job Status:
Regular - Full Time

Job Location:
Canada : Quebec : Montreal || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga

Work Arrangement:
Hybrid

Application Deadline:08/16/2023

Created:
Canada, QC, Montreal

Bell, one of Canada's Top 100 Employers.