We're on Twitter!
This job ad has been posted over 40 days ago...
1
applicant
Associate - Project / Process Delivery
at Bell Canada in Montréal, QC, CANADA; Toronto, ON, CANADA
Name and description of the hiring department:
The Contact Center Business Intelligence (CCBI) group is currently seeking junior Business Analyst applicants for an Associate, Project/Process Delivery to join their team. If you have a passion for delivering exceptional customer experience, you will want to seize this incredible opportunity.
The successful incumbent will work closely with business analysts while supporting different CCBI team members. We are seeking a dynamic & forward-thinking individual who is looking for a new & challenging career opportunity.
CCBI Mandate
CCBI is committed to deliver accurate, useful, and timely information to guide and support strategic decision making.
We aim to become advisors and subject matter experts to drive homogenous solutions across BRS for agent reporting, call center reporting, and overall business intelligence for the Contact Center.
Responsibility is split between the Business Intelligence, Design & Implementation, Delivery and Infrastructure & Technology Projects teams:
- Business Intelligence: is responsible for reports and metrics governance, FMO projects, metrics and reports inventory and the definition of distilled KPIs for call center and agent level reporting.
- Design and Implementation: is responsible for maintaining strict controls over the development, coding and dataflow of our reports, performance of our databases, data integrity as well as acting as an independent partner to ensure automation and consistency across all our reports.
- Reporting Delivery: is responsible for all ongoing reporting, including Sales, Service/Tech and IVR/Executive.A SMEs they advise business owners and provide recommendations for solutions improvement.
- Infrastructure and Technology Projects: is responsible for the infrastructure and support of all IT projects including architecture, data sources, optimization, repository and servers. They are involved in broad infrastructure improvement projects and work closely with IT.
Job duties / accountabilities:
The associate is responsible to facilitate the implementation and delivery of system tools, products, services, and applications. She reviews and analyzes Business requirements documents and identifies risks and makes recommendations to achieve optimal results.
She creates and or modifies training material and delivers to trainers. She creates, runs and analyzes test cases ensuring accurate results, adhering to strict timelines, and minimizing Business unit risks.
Major Accountabilities / Duties:
- Receive complex new requests
- Translate business needs into business requirements that are part of intelligent solutions
- Implements and delivers new systems and services to operational teams focusing on best practices and solutions
- Assesses and participates in the development of System Requirement Specifications, test reports issuances.
- Creates / modifies methods and procedures, and delivers training / coaching to various departments.
- Ensures that various steps to implement a project/process are respected.
- Create and manage partnerships with all project stakeholders
- Engage members of the team to improve existing solutions and strive for excellent results
- Coordinates and manages training sessions.
- Maintains and updates reference material
Key decision / Problem Solving:
- Analyze and resolve issues in order to minimize system and application risks and negative impacts for Operational partners.
- Ensures timelines are met for all training and communication delivery.
- Researches and obtains various test results, investigate and documents results and recommends interim solutions if applicable.
Relationships:
- Ability to communicate effectively via various medium to internal and external stakeholders
- Ability to adapt to various levels of knowledge and hierarchy both internally and externally
- Ability to facilitate and lead internal and external stakeholders.
Essential Qualifications / competencies:
- Superior MS Office knowledge, specifically with the use of Excel
- Strong database experience including intermediate SQL coding across standard relational database environment.
- University degree or equivalent experience required.
- Analytical work experience in high data volume environments, preferably in software, internet, media or telecoms industries.
- Problem solving and analytical skills, using multiple systems and system interfaces combined with strong business judgement.
- Ability to coordinate and negotiate dates and activities with various groups, to solve identified problems.
- Ability to multi-task, prioritize and adapt to dynamic environment with changing priorities and deadlines
- Work under pressure
- Active listening skills
- Consistently deliver quality outputs with tight deadlines.
- Must be bilingual (French & English) verbally as well as written ( for Montréal location only)
Preferred Qualifications / competencies:
o The following skill would be an asset:
- Thorough knowledge of multiple applications, systems software, and routing & workforce management (WFM) systems
- Web interface applications (User Interface applications) programs
- Revenue reporting applications and sales tracking
- Micro strategy knowledge
- Knowledge of project management methodologies and tools
- Understand conceptual data model.
- FrontPage
Working Conditions:
-Full time: 37.5 hours per week
Additional Information:
Position type: non-management
Job status : Full Time
Company name: Bell Canada
Contact name: Lucy Lemme
Date candidate required: September 2010
Application deadline: September 13 2010
Job Location: 600 Jean Talon, Montréal or 100 Wynford Dr. Toronto
The masculine and feminine used in this job offer refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
The Contact Center Business Intelligence (CCBI) group is currently seeking junior Business Analyst applicants for an Associate, Project/Process Delivery to join their team. If you have a passion for delivering exceptional customer experience, you will want to seize this incredible opportunity.
The successful incumbent will work closely with business analysts while supporting different CCBI team members. We are seeking a dynamic & forward-thinking individual who is looking for a new & challenging career opportunity.
CCBI Mandate
CCBI is committed to deliver accurate, useful, and timely information to guide and support strategic decision making.
We aim to become advisors and subject matter experts to drive homogenous solutions across BRS for agent reporting, call center reporting, and overall business intelligence for the Contact Center.
Responsibility is split between the Business Intelligence, Design & Implementation, Delivery and Infrastructure & Technology Projects teams:
- Business Intelligence: is responsible for reports and metrics governance, FMO projects, metrics and reports inventory and the definition of distilled KPIs for call center and agent level reporting.
- Design and Implementation: is responsible for maintaining strict controls over the development, coding and dataflow of our reports, performance of our databases, data integrity as well as acting as an independent partner to ensure automation and consistency across all our reports.
- Reporting Delivery: is responsible for all ongoing reporting, including Sales, Service/Tech and IVR/Executive.A SMEs they advise business owners and provide recommendations for solutions improvement.
- Infrastructure and Technology Projects: is responsible for the infrastructure and support of all IT projects including architecture, data sources, optimization, repository and servers. They are involved in broad infrastructure improvement projects and work closely with IT.
Job duties / accountabilities:
The associate is responsible to facilitate the implementation and delivery of system tools, products, services, and applications. She reviews and analyzes Business requirements documents and identifies risks and makes recommendations to achieve optimal results.
She creates and or modifies training material and delivers to trainers. She creates, runs and analyzes test cases ensuring accurate results, adhering to strict timelines, and minimizing Business unit risks.
Major Accountabilities / Duties:
- Receive complex new requests
- Translate business needs into business requirements that are part of intelligent solutions
- Implements and delivers new systems and services to operational teams focusing on best practices and solutions
- Assesses and participates in the development of System Requirement Specifications, test reports issuances.
- Creates / modifies methods and procedures, and delivers training / coaching to various departments.
- Ensures that various steps to implement a project/process are respected.
- Create and manage partnerships with all project stakeholders
- Engage members of the team to improve existing solutions and strive for excellent results
- Coordinates and manages training sessions.
- Maintains and updates reference material
Key decision / Problem Solving:
- Analyze and resolve issues in order to minimize system and application risks and negative impacts for Operational partners.
- Ensures timelines are met for all training and communication delivery.
- Researches and obtains various test results, investigate and documents results and recommends interim solutions if applicable.
Relationships:
- Ability to communicate effectively via various medium to internal and external stakeholders
- Ability to adapt to various levels of knowledge and hierarchy both internally and externally
- Ability to facilitate and lead internal and external stakeholders.
Essential Qualifications / competencies:
- Superior MS Office knowledge, specifically with the use of Excel
- Strong database experience including intermediate SQL coding across standard relational database environment.
- University degree or equivalent experience required.
- Analytical work experience in high data volume environments, preferably in software, internet, media or telecoms industries.
- Problem solving and analytical skills, using multiple systems and system interfaces combined with strong business judgement.
- Ability to coordinate and negotiate dates and activities with various groups, to solve identified problems.
- Ability to multi-task, prioritize and adapt to dynamic environment with changing priorities and deadlines
- Work under pressure
- Active listening skills
- Consistently deliver quality outputs with tight deadlines.
- Must be bilingual (French & English) verbally as well as written ( for Montréal location only)
Preferred Qualifications / competencies:
o The following skill would be an asset:
- Thorough knowledge of multiple applications, systems software, and routing & workforce management (WFM) systems
- Web interface applications (User Interface applications) programs
- Revenue reporting applications and sales tracking
- Micro strategy knowledge
- Knowledge of project management methodologies and tools
- Understand conceptual data model.
- FrontPage
Working Conditions:
-Full time: 37.5 hours per week
Additional Information:
Position type: non-management
Job status : Full Time
Company name: Bell Canada
Contact name: Lucy Lemme
Date candidate required: September 2010
Application deadline: September 13 2010
Job Location: 600 Jean Talon, Montréal or 100 Wynford Dr. Toronto
The masculine and feminine used in this job offer refer equally to employees of both sexes and in no way represent a particular distinction based on gender. Bell is an equal opportunity employer.
Published at 01-09-2010
Viewed: 20 times
Viewed: 20 times