We are seeking a skilled Business Analyst II to join our team, focusing on enhancing the Agent Experience through the optimization of tools and processes. The ideal candidate will conduct in-depth analysis of agent needs, design and deliver medium to very complex projects, and provide cost-effective solutions to improve agent productivity and satisfaction. This role requires a strong understanding of contact center operations, excellent analytical skills, and the ability to translate agent needs into technical requirements.

Specific Responsibilities May Include:

• Analyze and optimize agent experience, focusing on tools and systems used in daily operations

• Conduct needs analysis for medium to very complex projects related to agent workflow and tool usage

• Design, develop, and deliver solutions to enhance agent productivity and satisfaction

• Create cost-effective solutions to streamline workflows and improve business performance

• Develop new tools and processes tailored to agent needs

• Plan and facilitate discussions, meetings, and working sessions with agents and stakeholders

• Demonstrate subject matter expertise when presenting to senior leaders

• Support change management through open and ongoing communication

• Liaise with team members, agents, team leads, technology partners, and vendors on cross-functional implementation activities

• Lead process improvement aspects of projects or components of very complex projects

• Manage project tasks, deliverables, and schedules

• Oversee process and system changes for agent-focused initiatives, including requirements definition, business case development, risk assessment, and user interface design

• Conduct testing of new or updated agent tools

• Perform cost/benefit analysis of agent experience improvements

• Stay informed about industry trends and technologies that could enhance agent experience and efficiency

Required Experience, Skills & Competencies:

• 3-5 years of experience in business analysis, preferably focusing on user experience or agent-facing tools

• Strong understanding of contact center operations and agent workflows

• Experience with CRM systems, workforce management tools, and other common agent technologies

• Proficiency in user experience (UX) design principles and practices

• Strong analytical and problem-solving skills

• Excellent communication and presentation abilities

• Proficiency in project management methodologies

• Experience with data analysis tools and techniques

• Ability to empathize with agent needs and translate them into technical requirements

Preferred Experience, Skills & Competencies:

• Experience in the telecommunications or customer service industry

• Certification in business analysis (e.g., CBAP, CCBA)

• Knowledge of Agile methodologies

• Experience with process improvement techniques (e.g., Six Sigma, Lean)

• Familiarity with automation tools and AI in customer service environments

• Experience in change management

• Advanced proficiency in data visualization tools

• Knowledge of regulatory compliance in contact center operations

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace changes and innovate courageously

• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.