Analyst, Customer Operations

4 weeks ago

Mississauga, Canada Bell Canada Full time

Req Id: 410886

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.

**Summary**:
The Customer Operations team manages critical customer interactions across multiple business units: Customer Care, Technical support, Collections, Small Business and Sales for Bell Canada, Bell Mobility, Bell Aliant and MTS. The Shared Services team is a vital part of the customer experience ecosystem, helping to support process creation, training & communications, workforce management, IVR, tool development, agent compensation and reporting. The purpose of this position is to support a consolidated Shared Services front door.

**Key Responsibilities**:

- Manage intake process (centralized point of contact) for external and internal Ops requestors
- Assign & engage appropriate teams
- Ensure common set of prioritization across cross-functional teams
- Provide reporting and insights on overall project assignments, status, efficiency and output via scorecards
- Identify and communicate issues with capacity, timelines or compliance
- Develop and sustain virtual partnerships with various contacts at all levels of management across several lines of business to jointly design consolidated process across Customer Operations

**Critical Qualifications**:

- Ability to extract and manipulate raw data from various sources and tools, interpret findings and make recommendations
- Strong organization, planning and time management skills with the ability to make decisions and prioritize work
- Proven ability to manage successful business relationships with peers in various departments and at different levels of management
- Proven ability to develop and influence others to implement creative solutions for complex business issues
- Results-oriented
- Work in a self-sufficient manner and within a virtual team
- Be able to handle pressure, simultaneously manage different projects and respect strict deadlines
- Take initiative, provide recommendations and put in place improvement processes

**Preferred Qualifications**:

- Prior experience with workflow or project management software (ie: Jira, Asana)
- Project Management or Front Door management experience
- Understanding of customer operations project management delivery process
- Experience supporting Shared Services functions and knowledge of organizational structure
- Knowledge of Bell Residential Services, Bell Mobility, SBM, MTS and Atlantic Call Centre business unit processes, tools, metrics

LI-ST1
Talent

**Additional Requirements**:
EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Management
**Job Status**:Regular - Full Time
**Job Location**:Canada : Ontario : Toronto || Canada : Nova Scotia : Halifax || Canada : Ontario : Don Mills || Canada : Ontario : Mississauga || Canada : Ontario : Ottawa || Canada : Quebec : Montreal
**Flexible work profile **:Mobile
**Application Deadline**:05/15/2023

Created: Canada, ON, Mississauga

**Bell, one of **Canada's Top 100 Employers.

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