Client Representative, Help Desk Escalation, Workforce Management Forecasting

Bell Canada; Remote; CAD 50,000 - 70,000; Full time

Job summary

A leading telecommunications company seeks a Client Representative to join its Customer Experience team in Montreal. This role focuses on delivering superior customer service through effective forecasting and analysis of workload, trends, and results. Candidates should possess advanced Excel skills and knowledge of statistical forecasting techniques. A degree in a statistics-related field is preferred. The position is remote and requires flexibility in work hours while ensuring a collaborative team environment.

Benefits

Competitive salary

Comprehensive benefits package

35% discount on services

Qualifications

• Proven ability to forecast workload for Field Services.
• Experience analyzing trends and reporting results.
• Knowledge of statistical techniques for forecasting.

Responsibilities

• Forecast workload and provide support for forecasting solutions.
• Perform analysis on historical results and key drivers.
• Create and maintain forecasting tools/models.

Skills

Excellent Problem solving and critical thinking skills

Advanced Excel

Mathematical & Statistical analysis skills

Excellent communication and computer skills

Knowledge of common forecasting techniques

Strong team player

Ability to manage priorities

Proven history of learning new skills

Database knowledge

Knowledge of English

Education

Work experience or university degree in a statistics-related field

Tools

Knowledge of Vision forecasting tool

Knowledge of forecasting software (SAS, Forecast Pro, JMP)

Job description

Client Representative, Help Desk Escalation, Workforce Management Forecasting

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. It’s all developed and delivered by the members of #TeamBell and we’re 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 Bell’s 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
• 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 limitation. In 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

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union

Job Status: Regular - Full Time

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, you’ll 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, you’ll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you’ll 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 we’re 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 [e-mail] 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.