Client Representative, Help Desk Escalation, Workforce Management Forecasting
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Job Location:
Monthly Salary:
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
Req Id:427162
At Bell our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.
We value diversity and provide a supportive inclusive community where all team members can succeed. And through our commitment to environmental social and governance initiatives you will feel good about the greater impact you will have making every day better for people as they connect work learn and play.
Join us. You belong at Bell.
Become an integral part of our Customer Experience team where you will be at the forefront of shaping our customer journeys. You will build on Bells Strategic Imperative to Champion Customer Experience and reinforce our commitment to put the customer first in everything we do. Design innovative customer-centric processes policies products and services while upholding our Customer-First Commitments to make it easier for customers to do business with Bell.
As part of our team you will be at the heart of our customer experiences.
Name and description of the hiring department
The role of the WFM team is to guide and influence operation decision making and execution in a way that optimizes both the service level for our customers while maintaining operational budget. As part of the long-term planning team you will be responsible for forecasting workload for Field Services analyzing trends reporting on results and collaborating with various teams.
Job Duties / Accountabilities
- Forecasting
- Provide support to deliver and improve forecasting solutions by using statistical techniques common modeling methods and business specific trends
- Perform analysis on historical results to understand key drivers of variances across multiple markets and regions
- Create maintain & run forecasting tools/models for multiple portfolios
- Work collaboratively with internal & external team members to ensure forecast is aligned with latest business knowledge
- Partner with our IT team to develop and maintain automated forecasting models
- Reporting/Analyzing
- Help maintain forecasting structure clean and up to date (scenario management)
- Produce monthly/weekly reporting on forecast accuracy
- Perform ad hoc analysis to discover insights that drive change throughout the business
- Perform validations on data to ensure accuracy of historical results
- Develop documentation following process/model changes
- Investigate and resolve unusual and complex situations
Essential Qualifications / Competencies
- Excellent Problem solving and critical thinking skills
- Advanced Excel (Pivot tables performing VLOOKUPs utilizing macros data visualization etc.) a test will be administrated
- Mathematical & Statistical analysis skills
- Excellent communication and computer skills
- Able to manage priorities in a fast-changing environment under tight timeframes with little supervision
- Possess the following qualities: sense of urgency autonomy attention to detail initiative and flexibility
- Proven history of learning new skills
- Strong team player
- Knowledge of common forecasting techniques (i.e. time series)
- Knowledge of English without any significant the course of their duties this person will be required to interact with French & English speaking stakeholders across Canada
Preferred Qualifications / Competencies
- Work experience or university degree in a statistics related field (Economics Mathematics Engineering etc)
- Intermediate PowerPoint skills (ability to create visuals and also to summarize and synthesize data)
- Database base knowledge & ability to extract/manipulate data
- Knowledge of Vision forecasting tool
- Knowledge of forecasting software (SAS Forecast Pro JMP)
Working Conditions
- Be available from Monday to Friday 37.50 hours
#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
Canada : Ontario : Ottawa
Canada : Ontario : Toronto
Work Arrangement: Remote
Application Deadline: 01/05/2026
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.
We know that caring for our team members is at the heart of a healthy positive and thriving workplace. As part of our team youll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well-being of you and your family. As soon as you join us youll be eligible for medical dental vision and mental health benefits that you can tailor to your specific needs. Plus as a Bell team member youll enjoy a 35% discount on our services and access exclusive offers from our partners.
At Bell we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued respected supported and that they belong.
Bell is committed to clarity in our hiring process. All roles posted are opportunities were actively recruiting for unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry email your recruiter or to make arrangements. If you have questions or feedback regarding accessibility at Bell we invite you to complete the Accessibility feedback form or visit our Accessibility page for other ways to contact us.
Artificial intelligence may be used to assess parts of your application. Please review our privacy policy (see Phenom for details) to learn more about how we collect use and disclose your personal information.
Created: CanadaQC Montreal
Bellone of Canadas Top 100 Employers.
Required Experience:
Unclear Seniority
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
Canada’s largest communications company, BCE leads the industry in providing advanced broadband communications networks and services to consumers and business customers across the country.
