Associate Information Processing - Montréal, Canada - Bell

Bell
Bell
Verified Company
Montréal, Canada

1 month ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description
Req Id: 412918


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 forward-thinking Customer Operations team is creating the ultimate service experience for our residential, wireless and small business consumers.

We lead strategic development and execution of day-to-day operations, develop tools and processes to drive service enhancements, manage customer loyalty and retention, and leverage big data and artificial intelligence to create intellectual property.


Name and description of the hiring department:
The Workforce Management (WFM) team comprises a number of groups that focus on interrelated disciplines.

These teams are organized to support the WFM planning cycle which consists of long term planning, forecasting, scheduling and real time management.

This process flow is supported by various administrative teams.


Job Duties / Accountabilities:


  • Verify and ensure accuracy and completeness of information contained in various systems
  • Create new agents in various systems and update their skills
  • Take necessary actions to correct discrepancies with the internal and external partners
  • Initiate corrective measures in order to process various requests on a timely basis
  • Documentation of new processes and existing processes accepted by Management team
  • Communicate effectively with internal and/or external parties on a daily basis

Essential Qualifications / Competencies:


  • MS Word intermediate
  • MS Excel intermediate
  • MS Outlook intermediate
  • Capacity to handle priorities and frequent changes in priorities
  • Ability to work under tight timeframes and continuous multitasking
  • Excellent communication (oral and written)
  • Possess the following qualities: sense of urgency, autonomy, attention to detail, initiative and flexibility
  • Strong team player

Preferred Qualifications / Competencies:


  • Experience in Workforce management or in a call center
  • Knowledge of ACD systems (particularly Avaya)
  • Knowledge of workforce management systems (mainly IEX and Avaya)

Working Conditions:


  • 37.5 hours/week
  • Monday to Friday; 8am to 5pm
EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.


Additional Information:


Position Type:
Union


Job Status:
Regular - Full Time


Job Location:
Canada : Quebec : Montreal


Work Arrangement:
Remote


Application Deadline:09/17/2023


Created:
Canada, QC, Montreal


Bell, one of Canada's Top 100 Employers.
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