Basic Information

Ref number


Last day to apply


Primary Location

Market! Market!

Description and Requirements

  • Gather data and perform analytics for executive communications, etc.
  • Facilitate the flow of training data to others through meetings, slide decks and discussion
  • Help to drive business decisions through data analysis and insightful recommendations
  • Provide cost effective solutions through process improvements that enhance both the customer experience and our business performance
  • Execute on opportunities to drive agent adoption and adherence initiatives as well as performance support
  • Successfully liaise within our team and interface with customers, impacted business units, external partners on cross-functional implementation activities to meet deliverables and influence decision making to maximize operational efficiencies with minimal downstream implications
  • Lead process improvement aspects of a project or component of a very complex project, and be accountable for creating and managing project or work stream tasks, deliverables and schedule
  • Responsible for process and system changes for corporate and/or business unit initiatives, including: requirements definition; business case development; risk assessment/mitigation; stakeholder update presentations; user interfaces/processes; documentation; testing; communication on basic and/or individual components of projects; cost/benefit analysis/ease modelling.
Required Knowledge:
  • Knowledge of Call Centre operations/systems
  • Knowledge of both Microsoft Office Suite (Advanced Excel skills) and Google Suite
  • Knowledge of Virtual Campus an asset
  • Knowledge of adult learning theories and learning & development an asset Required Skills & Abilities:
  • Demonstrated organizational, analytical, and problem solving skills
  • Advanced relationship building and collaboration skills across both face to face and remote teams
  • Demonstrated exceptional capability of working collaboratively and effectively within a cross-functional team
  • Strong ability to interact and present to all levels of management
  • Ability to manage ambiguity successfully
  • Able to collaborate with stakeholders and facilitate action and decisions
  • Excellent oral and written communications skills
  • Strong time management skills; able to manage competing priorities
  • Positive, self-motivated, enjoys working in teams
  • Excellent interpersonal communication skills (including verbal, written & presentation)
  • Great organizational skills

  • You are comfortable presenting to all levels of management

  • Able to take complicated data and analysis and make it easy to consume

  • Provide guidance and recommendations to ensure seamless execution of training initiatives

  • Ability to work well in a virtual team environment

  • Experience with Microsoft Office (Excel, Word, PowerPoint) and Google Suite (Slides, Docs, Sheets)

  • Technical acumen (Agile Methodology, Virtual Campus) to be able to communicate and collaborate effectively with both the Customer Experience team as well as BT