Associate Project and Process Delivery
City : Montreal
Category : Customer Experience
Industry : Telecommunications
Employer : Bell
Req Id: 411713
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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.
Job Posting Details
Company name: Bell Canada
Job location addresses: 160 Elgin St, Ottawa (ON) or 5099 Creekbank Rd, Mississauga (ON) or 20 Hunter St, Hamilton (ON) or 600 Jean-Talon, Montreal (QC) or 671 de La Gauchetière, Montreal (QC)
Job status: Regular Full-Time
Description of Position
The Associate – Project/Process Delivery is responsible for maintaining and designing the end to end telephony experience for the supported teams. This includes the Corporate IVRs, Avaya, ICM Routing and Verint. The team member will have a hand in finding ways to automate processes directly in our telephony systems ultimately making it easier for our customers and for our call centers. The team member will also do regular reporting, analysis and validation of calls, accounts, processes, etc.
Job duties/accountabilities
- Work projects pertaining to IVR, Avaya, Verint, IEX, and potentially others.
- Work requests from account changes, creations, deletions in several systems
- Work with management team to identify operational opportunities within supported systems
- Document processes and ensure they are maintained
- Come up with innovative ideas and designs to improve customer experience and internal work
- Working capacity to work in English to maintain professional relationships with English speaking stakeholders across Canada is critical to this position
- Collaborate with external companies like IBM, Verint, Nice, Avaya, etc.
Essential Qualifications / Competencies
- MS Excel – intermediate level, ex: pivot tables, vlookups, common formulas
- MS Powerpoint – Intermediate
- Experience with Jira
- Experience with Visio
- Ability to thrive and adapt in a fast-paced, evolving environment and work well under pressure with minimal supervision
- Ability to manage multiple projects and priorities
- Curiosity, problem solving, storytelling with data
- Strong problem solving and decision making skills
- Strong communication skill both verbal and written
- Working capacity to work in English to maintain professional relationships with English speaking stakeholders across Canada is critical to this position
Preferred Qualifications / Competencies
- Basic SQL experience (MsSQL, Teradata)
- Working capacity in French
- Oracle SQL
- API experience (SOAP, REST)
Working conditions
- Monday – Friday Business Hours (flexible)
- Workways Profile: Remote
#EmployeeReferralProgram
Adequate knowledge of French is required for positions in Quebec.
Additional Information:
Position Type: Union
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Ottawa || Canada : Ontario : Hamilton || Canada : Ontario : Mississauga || Canada : Quebec : Montreal
Work Arrangement: Remote
Application Deadline: 06/18/2023
For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.
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 recruitment@bell.ca to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at inclusion@bell.ca.
Created: Canada, ON, Ottawa
Bell, one of Canada's Top 100 Employers.