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.

Key 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