Associate Computer Support (Req 246117)

Company Name: Bell Canada
Position Profile: 211
Salary Group: 13
Job Location Address: 100 Wynford Dr., Toronto (ON)
Job Status: Regular Full Time
Number of Positions: 2
Date Candidate Required: November 2019
Application Deadline: November 3rd, 2019
Name of Contact: Marie-Josée Oundjian (514) 870-5727


IMPORTANT:

Employees who are surplus or potentially surplus (with an active 912M form) will be given priority consideration for this position. All other applicants will be considered at the end of the posting period if no surplus employee has been selected.


Name and description of the hiring department:

Our specific team has the opportunity to work on one of Bell’s most exciting tools – Blueprints. Through process digitization, we manage critical customer interactions and ensure that resolutions are consistent, correct, and fast.

Our focus on continuous optimization means that we also drive several EBITDA accretive programs and prevent revenue leakage.

Job Duties / Accountabilities:

As part of our process design team for BPI, you will:

  • Document and design new business processes using MS Visio as per process design best practices & guidelines
  • Update existing business processes based on project & operational requests
  • Work cross-functionally with other teams to document aforementioned processes
  • Negotiate solutions that balance customer satisfaction with the need for revenue protection
  • Continuously look for ways to improve existing processes through more effective & efficient design
  • Assess and action BPI agent feedback

Essential Qualifications / Competencies:

  • Minimum 1 year of relevant work experience in relevant back-office function
  • Working knowledge of back office processes and tools (Digitek, Legacy tools, OrderMax)
  • Proven analytical thinking
  • Ability to juggle multiple high-priority initiatives
  • Desire to challenge the status quo
  • Superior critical thinking and reasoning
  • Willingness to learn and intellectually curious
  • Proficiency in communication
  • High degree of accountability
  • Must be fluent in English

Preferred Qualifications / Competencies:

  • Document and design new business processes using MS Visio
  • Experience with database tools (SAS, SQL, Tableau) is a plus
  • Bilingualism is a plus
  • Relevant experience in front line call center environments