Manager, Channel Sales Support

Bell Canada; Mississauga; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Bell Canada seeks a Manager of Roster Strategy & Performance to optimize staffing and enhance workforce productivity. This role requires strong analytical skills and experience in operational analytics. The ideal candidate will design strategies to improve service delivery across various platforms, contributing to Bell's mission of providing exceptional connectivity solutions.

Benefits

Comprehensive benefits package

35% discount on services

Flexible work hours

Qualifications

• 5+ years of experience in workforce management or operational analytics.
• Experience in data analysis and WFM forecasting.
• Ability to work under pressure and manage ambiguity.

Responsibilities

• Create a Roster Strategy & Optimization Plan across multiple vendors.
• Monitor and recommend performance improvement strategies.
• Partner with cross-functional teams to drive insights.

Skills

Data analysis

Statistical modeling

Communication

Multitasking

Education

Bachelor’s degree in Business, Analytics, Operations Management, Statistics, or related field

Tools

MicroStrategy

Microsoft Office Products

Job description

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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 provide a supportive and 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.

On the Consumer and Small business team you’ll work across a portfolio of brands and solutions. From Bell’s best networks for the home, the office and on the go to the member benefits at Virgin Plus to the cheap and cheerful plans at Lucky Mobile we meet the connectivity needs of all customer segments in Canada.

And it’s not just the options we provide, it’s how we provide them. On this team you’ll be a part of a focus to continuously improve the customer experience, making it more seamless, intuitive and responsive.

We are seeking a highly analytical and strategic individual to lead our roster planning and performance analytics efforts. As the Manager of Roster Strategy & Performance, you will play a critical role in optimizing staffing models, ensuring efficient workforce allocation, and driving data-informed decisions that enhance team productivity and performance.

Key Responsibilities

• Create a Roster Strategy & Optimization Plan across multiple vendors and regions
• Create focus and visibility on agent performance, hiring & retention trends with regular executive updates
• Monitor, recommend and implement related performance improvement strategies
• Develop and manage long-term and short-term roster strategies based on capacity requirements.
• Collaborate with Sales Operations & WFM to ensure proper roster headcount is in place to deliver on sales expectations
• Design and maintain dashboards and reports to monitor staffing efficiency, productivity and optimal performance.
• Conduct root cause analysis of roster or performance issues and recommend corrective actions.
• Provide strategic input into annual headcount planning
• Engage vendor recruiting primes to help improve recruiting efficiency and manage monthly recruiting spend.
• Partner with cross-functional teams to enable operational insights and strategic decision-making.

Critical Qualifications

• Bachelor’s degree in Business, Analytics, Operations Management, Statistics, or related field
• 5+ years of experience in workforce management, operational analytics, or strategy & planning
• Experience in data analysis, statistical modeling, and WFM forecasting
• Demonstrated experience in building staffing models, KPIs, and performance dashboards
• Excellent communication and presentation skills with ability to influence senior stakeholders and vendors
• Ability to work under pressure, cope with ambiguity, prioritize and multitask
• Proficiency in MicroStrategy and Microsoft Office Products (Excel, PPT)

Preferred Qualifications

• Familiarity with data analysis programming languages (e.g., Python, SQL)

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Ontario : Mississauga || Canada : New Brunswick : Moncton || Canada : Nova Scotia : Halifax || Canada : Quebec : Montreal
Work Arrangement: Hybrid
Application Deadline: 06/20/2025

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.

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.

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