Business Consultant - Global Operations Strategy

TELUS International; Vancouver; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading telecom company in Canada is seeking a Lead Business Specialist to enhance customer experience and operational performance. In this hybrid role, you'll analyze First Call Resolution metrics and lead initiatives for improvement while collaborating with global teams. The ideal candidate has over 3 years of experience in operations strategy and strong data analysis skills, driving actionable insights for measurable business outcomes.

Qualifications

• 3+ years of experience in business performance analysis, operations strategy, or related field.
• Proficient oral and written English.

Responsibilities

• Drive improvements in FCR and reduce repeat calls.
• Conduct targeted data analysis to identify performance gaps.
• Design dashboards highlighting operational priorities.

Skills

Data analysis

Process mapping

Data visualization tools

Strong communication skills

Stakeholder management

Education

Bachelor's degree in Business Analytics or related discipline

Process improvement certifications (Lean Six Sigma, Agile, etc.)

Tools

Tableau

Looker

Job description

Overview

Description and Requirements

Location : Toronto - ON

Job Title : Lead Business Specialist

Work Style : Hybrid

Position overview

As a Business Consultant, Global Operations Strategy, you will play a key role in translating insights into action to improve customer experience and operational performance across TELUS Digital. You will own the analysis of First Call Resolution (FCR) and Repeat Calls, but success in this role is defined by your ability to turn analysis into tangible improvements. Working closely with global stakeholders, you will drive execution of operational enhancements that reduce repeat interactions, improve FCR, and deliver measurable business outcomes - prioritizing impact over perfection.

Responsibilities

• Own FCR and Repeats KPIs across TELUS Digital Global Operations, with a focus on driving improvements, not just monitoring performance.
• Conduct targeted data analysis to identify performance gaps and root causes, and swiftly translate insights into practical action plans.
• Design, audit, and improve customer and agent journeys with an emphasis on speed to impact and outcome delivery.
• Build concise, results-driven business cases to support process changes and capital investments required to enhance performance.
• Collaborate cross-functionally with operations, product, marketing, and customer experience teams to implement solutions, not just recommend them.
• Track and report on FCR and Repeats performance for TELUS and BPO stakeholders; proactively escalate risks and champion corrective actions.
• Support AI and data-driven initiatives by defining business requirements and using AI outputs to enable faster, more impactful decisions.
• Lead operational interlocks and communicate process updates, ensuring stakeholders are equipped to take action on insights.
• Design and publish dashboards that highlight actionable trends and operational priorities - with a focus on enabling decisions and execution.
• Provide expert input on the relationship between FCR, Repeats, and other KPIs, ensuring recommendations are realistic, executable, and outcome-oriented.

Core Competencies

• Strong execution mindset; ability to balance analysis with timely action
• Customer-focused, results-driven approach
• Advanced proficiency in data analysis, process mapping, and data visualization tools
• Ability to simplify complex insights into clear, actionable recommendations
• Business acumen with a focus on outcome delivery over analysis perfection
• Strong communication, collaboration, and stakeholder management skills
• Comfortable operating in fast-paced, ambiguous environments with competing priorities

Qualifications

• 3+ years of experience in business performance analysis, operations strategy, or a related field
• Bachelor's degree in Business Analytics, Operations, Business Administration, or a related discipline
• Process improvement certifications (Lean Six Sigma, Agile, etc.) are preferred
• Experience with dashboarding tools (e.g., Tableau, Looker) is an asset
• Proficient oral and written English

Additional Job Description

We are looking for a Business Consultant, Global Operations Strategy to join our team at TELUS Digital (Hybrid, Canada). In this role, you will drive measurable impact by improving First Call Resolution (FCR) and reducing Repeat Calls, turning insights into action, and enhancing both customer and agent experiences. You will collaborate with global teams to design and execute strategies that elevate operational performance and shape the future of digital customer experience. The ideal candidate has 3+ years of experience in operations strategy / performance analysis, proven expertise in FCR & Repeat Calls, and a strong execution mindset focused on driving results over perfection.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.