Business Reporting Specialist

TELUS Digital; Pasig; On-site; PHP 334,800 - 558,000; Full time

Job summary

TELUS Digital is seeking a candidate to reduce tickets dispatched from the Service Desk, aiming for direct cost savings. You will work closely with the operation team to enhance ticket resolution practices, monitor performance, and provide monthly reporting on initiatives.

The ideal candidate will possess strong communication skills, a deep understanding of call center operations, and experience with ITIL and ITSM systems. This role promotes a collaborative environment while ensuring continual improvement within the team.

Qualifications

• Clear understanding of Call Center Metrics such as NPS, CSAT, and FCR.
• Working knowledge of call center operations and organization.
• Experience in continual improvement methodologies like Six Sigma.
• Proficient in ITIL practices.

Responsibilities

• Identify opportunities to reduce Service Desk tickets and calls.
• Collaborate with operational teams on FCR practices.
• Monitor FCR improvement and report findings to Management.
• Provide leadership on operational process changes.

Skills

Call Center Metrics understanding

Communication skills

Data and presentation skills

Detail oriented

Critical thinking

Continual improvement methodologies

Knowledge of ITIL

Advanced Microsoft Office

Google platform knowledge

Experience with ITSM ticketing systems

Tools

Microsoft Office Suite

Google Data Studio

Servicenow

Job description

Responsibilities

• Identify opportunities to reduce tickets dispatched from Service Desk to other Product Lines and reduce calls to the Helpdesk, therefore a direct impact on cost savings to the Account
• Work as a team with Service Desk operation to implement FCR practices and processes Identify opportunities to improve ticket resolution. KB scripts, training, coaching
• Monitor FCR improvement progress by keeping track of raw FCR, action items and opportunities progress
• Ensure awareness and understanding of FCR initiatives within Service Desk Advise and assist both staff and Management on FCR matters
• Highlight FCR performance to Management through weekly/month reports
• Provide monthly status report on FCR activities for the Account Assist with identification of L1 agents who need training.
• Collaborate with Service Desk and Resolver Groups to drive Shift Left recommendations Identify opportunities for L0 and problem prevention/call reduction
• Monitor performance of Shift Left initiatives and highlight areas of concern
• Provide leadership on operational process changes that affect ticket resolution
• Shares with the team and others his expertise on ITIL fundamentals, process/ trend analysis, and continual improvement

Requirements

• A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
• Working knowledge of call center operations and organization required. Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint) and Google platform (e.g. Data Studio, Google sheet)
• Communication skills
• Data and Presentation skills
• Detail oriented and critical thinking
• Continual Improvement methodologies development, such as Six Sigma.
• Working knowledge of ITIL
• Experience working with ITSM ticketing systems such as Servicenow

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.