FCR & Service Desk Optimization Analyst

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

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.