Associate Workforce Controller

Montréal, Quebec

Req Id: 359628 


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 Field Services team is proud to be the face of the Bell brand, performing the best installation and repair services and maintaining Bell’s network for our residential and business customers.


Name and Description of Hiring Department:

The Workforce Management - Intraday sector has put in place an Internal Forces Workforce Management structure whose main mandate is to match workload with available resources. This area has three main tasks: forecasting, scheduling and D-Day management. The successful candidate will act as a Workforce Management Assistant.


Job Duties / Accountabilities:

  • Establish and adjust short-term schedules (D + 9)
  • Analyze call queue trends to anticipate any necessary capacity changes (Provinces: Quebec, Ontario and Atlantic)
  • Ensure quality of service is maintained in the queue by proactively making schedule or skill changes
  • Proactively provide support to employees and other stakeholders
  • Analyze, investigate and resolve unusual and complex situations
  • Plans and coordinates offline activities
  • Coordinate workload and workforce activities in real time
  • Contribute to the operational excellence of the company


Essential Qualifications / Competencies:

  • Customer orientation
  • French: Proficiency in the language with no significant restrictions 
  • English: Proficiency in the language with no significant restrictions 
  • Ability to handle multiple situations simultaneously
  • Ability to work under pressure and adapt quickly to many changes
  • Autonomy and quick decision making
  • Strong team player
  • MS Excel intermediate
  • Ability to calculate percentages, averages and other functions and draw logical conclusions
  • Good communication skills (interpersonal relations)
  • Diplomacy and tact
  • High school diploma


Preferred Qualifications / Competencies:

  • Comfortable with technology
  • Strong analytical skills
  • College or university degree


Working Conditions:

  • Telecommuting profile with occasional attendance
  • Work five days a week, Monday through Friday between 6:00 a.m. and 9:00 p.m. and Saturday and Sunday from 6:00 a.m. to 7:00 p.m.
  • Must be available 7 days a week
  • Job Location Address: 600 Jean-Talon St E, Montreal QC


Bilingualism is required (English and French); adequate knowledge of French is required for positions in Quebec. 


Additional Information:

Position Type: Union 
Job Status: 
Temporary - Part time 
Job Location:
Canada : Quebec : Montreal 
Flexible work profile:
Application Deadline: 05/26/2022 


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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at


Created: CanadaQC, Montreal


Bell, one of Canada's Top 100 Employers.

How to Apply