Summary

Employee Services is responsible for the payroll production of Bell Canada active employees and retirees as well as Bell subsidiaries. The team is also responsible for supporting employees with respect to the Ask HR questions, including the employee discount plan and HR transactions. Working in a contact centre environment, we constantly look for opportunities to improve service quality and efficiency. Among other things, new technologies provide opportunities for automation to improve these aspects.

Role Description

Reporting to the Director, Employee Services, the incumbent is the catalyst for leading the implementation of process improvements in addition to being responsible for various portfolios within the district, including workforce management, performance indicator reporting and the department coaches team.

The successful candidate will manage a team of manager and unionized employees. The candidate will support various stakeholder in the teams as well as internal partners in the company. We are looking for a highly motivated individual with a proven track record and knowledge in the field of WFM, project management, process improvement and people management. He or she will also have to influence senior management, with whom he or she will have to work closely in analyzing business opportunities, the best strategies, negotiation and scorecard preparation.

If you are passionate, driven and find yourself seeking interesting work for new challenges and continuous learning opportunities, then we want you to join our team.

Key Responsibilities

• Propose and implement optimized and automated solutions to improve service quality and efficiency;
• Manage a team of 3 managers and support them with the team of unionized employees, including work schedules and performance management;
• Work with business partners to identify opportunities for improvement
• Analyze and revise processes to simplify and increase team effectiveness
• Analyze various performance indicators to determine team performance (Contact centre volumes daily activities trending)
• Recommend and implement solutions that meet the highest level of service including automation and AI.
• Governance of service contracts with some Bell Canada subsidiaries

Critical Qualifications

• Undergraduate or graduate degree in Computer Science, Management or an appropriate combination of education and experience 
• In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
• Excellent interpersonal skills with the ability to manage a team and supervise employees
• Knowledge of Workforce Management
• Excellent verbal, written and negotiation skills
• High personal and professional integrity;
• Ability to work with cross-functional teams
• Strong analytical and problem solving skills
• Experience in process reengineering and change management
• Skills to develop and communicate executive presentations
• Ability to proactively address situations
• Advanced skills in Microsoft Office (Word, Excel and Powerpoint)

Preferred Qualifications

• PMP certification or Project Management experience
• Technology expertise related to artificial intelligence or automation