TELUS Operations, Business Performance Analysis Specialist - Canada and Central America

TELUS Digital; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

Join a leading company as a Business Performance Analysis Specialist, focusing on optimizing operational performance in customer service. This role involves analyzing data, collaborating with leaders, and implementing solutions to reduce escalations. Ideal candidates will have strong analytical skills and experience in call center operations.

Qualifications

• 3+ years of experience in customer service analytics, preferably in call center operations.
• Certification in process improvement methodologies.

Responsibilities

• Monitor key performance indicators related to escalations.
• Analyze call center data and develop actionable insights.
• Design and propose remediation plans to improve escalation processes.

Skills

Customer focus

Problem-solving

Data analysis

Education

Bachelor’s degree in Business Analytics

Tools

Data analysis tools

Job description

TELUS Operations, Business Performance Analysis Specialist - Canada and Central America

Join to apply for the TELUS Operations, Business Performance Analysis Specialist - Canada and Central America role at TELUS Digital.

Description and Requirements

Last day to apply: Friday, December 13th, 2024, at 11:59 PM.

This position is available for the following countries:

• Canada
• United States
• Guatemala
• The Philippines

Job Description

Position overview

As a Business Performance Analysis Specialist, you will identify root causes of customer escalations, including telecommunications and television service (CCTS) complaints, and establish action plans or create resources to optimize operational performance.

Key responsibilities

• Monitor key performance indicators related to agent preventable escalations and escalation processes.
• Analyze call center data to identify patterns and trends, and develop actionable insights.
• Conduct in-depth investigations into the root causes of complaints and escalations.
• Collaborate with Operations leaders to understand operational challenges.
• Design and propose remediation plans to reduce preventable escalations and improve the escalation process.
• Coordinate the development of training materials with enablement leaders to enhance agent performance.
• Partner with enablement leaders to implement technical solutions and improve call routing.
• Perform regular audits of call recordings to assess transfer necessity and adherence to protocols.

Core competencies

• Supportive attitude
• Customer focus
• Embracing technology
• Self-development

Functional competencies

• Strong understanding of BPO industry trends, best practices, and operational metrics
• Proficiency in data analysis tools and strong analytical skills
• Ability to translate complex data into actionable insights
• Familiarity with machine learning or AI applications in customer service
• Problem-solving skills with the ability to exercise judgment based on multiple information sources

Qualifications

• 3+ years of experience in customer service analytics, preferably in call center operations
• Bachelor’s degree in Business Analytics or related field
• Certification in process improvement methodologies
• Proficiency in English (B2+ level, oral and written)

Additional Requirements by Region

US & Canada:

• Minimum 6 months in current role
• No active Hint 2 or 3 disciplinary actions
• Meeting or exceeding performance requirements

El Salvador & Guatemala:

• Meeting/exceeding all metrics for the last 3 months
• Minimum 95% attendance
• At least 1 year of employment at TELUS Digital
• No active disciplinary processes (Hint 3 or above for Guatemala)
• Schedule flexibility

The Philippines:

• Regular TELUS Digital Philippines team member
• No disciplinary action in the past 6 months
• Average scorecard rating of 'Achieving' over 6 months
• Certification in Leadership at TELUS Digital for Officer or Team Leader roles

Equal Opportunity Statement

At TELUS Digital, we promote diversity and inclusion, hiring based on qualifications, merit, and performance without discrimination.