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: