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Business Analyst Assistant, Bilingual, NorthernTel
Timmins, Ontario, Canada Req Id: 316309 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. JOB TITLE: Business Analyst Assistant, Bilingual, Northern Tel, Unifor LOCATION: 850 Birch St S., Timmins, Ont. JOB STATUS: Temporary - Full time POSITION DESCRIPTION: The BNQ Business and Residential Customer Operations Analyst Team is seeking an innovative, creative and dynamic individual to join the support team of BNQ BRS and SB analysts (Télébec (including Cablevision), NorthernTel, KMTS, DMTS & Ontera) from Bell Canada's Customer Operations division. Our team's mandate is to improve efficiency and insight of these segments. It is an excellent opportunity for someone looking to work in a high-level and stimulating environment and an interesting springboard for your career path. In addition to documenting and updating business processes, as an assistant to the team of analysts, the individual will also have the opportunity to work on various projects and process improvement initiatives as well as to perform testing in the various Customer Service systems and applications. This position calls for a flexible, business-minded individual who is focused on results. To this end, the candidate must be capable to provide recommendations and implement solutions while providing support to the various groups. DUTIES AND RESPONSIBILITIES: *Creation/update of documents/processes *Provide first level support to Télébec (including Cablevision) / NorthernTel / KMTS / DMTS & Ontera Customer Service groups *Critical analysis to identify process gaps and improvement opportunties *Develop and test different scenarios related to the implementation / modification of systems *Work with several internal departments & cross-functional teams to enhance operational processes *Design and develop communications of changes relating to work processes / tools *Provide training on various procedures and applications to Senior Agents, as required *Translate documents from French to English or vice versa, as needed *Maintain and update OneSource documents to ensure that the published information is accurate and functional *Assist Business Analysts with changes to methods and procedures by providing them with information / suggestions relating to the improvement of systems / processes and by recommending solutions to improve performance management *Other tasks and responsibilities as required REQUIRED SKILLS/EXPERIENCE: *Ability to manage and prioritize multiple tasks *Ability to adapt to changing environment *Comfortable working with departments from various centers *High level of self-sufficiency and initiative *Strong analytical skills *Planning and organizing skills *Team player *Excellent oral and written communication skills *Customer service experience *Proficient in Microsoft Office (Word, Excel, Power Point) *Bilingualism (English/French) is a must PREFERRED QUALIFICATIONS/COMPETENCIES: *Community college diploma in business administration or equivalent *Business Customer Service experience would be an asset *Good knowledge of the applications and systems used by the call centre (Ex: Infocom, Secret, Suite Solution, Centrex template, IPACT, etc.) #ind2021 Bilingualism is required (English and French) ADDITIONAL INFORMATION: POSITION TYPE: Union JOB STATUS: Temporary - Full time JOB LOCATION: Canada : Ontario : Timmins APPLICATION DEADLINE: 10/01/2021 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 **MEMBERS ONLY**SIGN UP NOW*** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at **MEMBERS ONLY**SIGN UP NOW***. Created: Canada, ON, Timmins BELL,ONE OF CANADA'S TOP 100 EMPLOYERS. |
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