Basic Information
Ref Number
Last day to apply
Primary Location
Country
Job Type
Work Style
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
- El Salvador
- Guatemala
- The Philippines
Position overview
As a Business Performance Analysis Specialist you find their root cause of customer escalations, including telecommunications and television service (CCTS) complaints and establish action plans/ 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, develop and implement actionable insights
Conduct in-depth investigation into the root causes of complaints and escalations
Collaborate with Operations leaders to understand operational challenges
Design and propose remediate plans to reduce preventable escalations and optimize the escalation process
Coordinate the development of training materials with enablement leaders to improve agent performance
Partner with enablement leaders to implement technical solutions and facilitate better call routing
Perform regular audits of call recordings to assess transfer necessity and adherence to protocols
Core competencies
Giving support,
Focusing on customers,
Embracing technology,
Managing self-development
Leadership competencies
- N/A no people management accountabilities
Functional competencies
Strong understanding of of BPO industry trends, best practices, and metrics for Operations
Strong analytical skills with proficiency in data analysis tools
Ability to translate complex data into actionable insights
Familiarity with machine learning or AI applications in customer service
Ability to solve complex problems, take a new perspective on existing solutions, exercise judgment based on the analysis of multiple sources of information
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
B2+ oral and written English
TELUS Digital Internal Requirements
US & Canada:
Have been in their current role for a minimum of six (6) months
Have no active Hint 2 or 3
Be meeting or exceeding performance requirements
El Salvador & Guatemala:
Meeting or exceeding all metrics in your current role for the last 3 months.
Minimum of 95% Attendance.
Minimum of 1 year as an employee of TELUS Digital.
No active disciplinary processes (Hint 3 and above for Guatemala)
Schedule flexibility.
The Philippines:
Should be a regular TELUS Digital Philippines team member
Should not have any form of disciplinary action in the past 6 months
Should have an average 6 months scorecard of ACHIEVING (3-point scale).
Should be certified in Leadership at TELUS Digital to apply for an Officer Individual Contributor or Team Leader position
Additional Job Description
EEO Statement
