Alapvető információk
Ref Number
Req_00179360
Elsődleges helyszín
PH - Manila - Discovery
Ország
Fülöp-szigetek
Állás típusa
Digital Solutions
Work Style
Hybrid
Leírás és követelmények
Responsibilities:
- Identify opportunities to reduce tickets dispatched from Service Desk to other Product Lines and reduce calls to the Helpdesk, therefore a direct impact on cost savings to the Account
- Work as a team with Service Desk operation to implement FCR practices and processes Identify opportunities to improve ticket resolution. KB scripts, training, coaching
- Monitor FCR improvement progress by keeping track of raw FCR, action items and opportunities progress
- Ensure awareness and understanding of FCR initiatives within Service Desk Advise and assist both staff and Management on FCR matters
- Highlight FCR performance to Management through weekly/month reports
- Provide monthly status report on FCR activities for the Account Assist with identification of L1 agents who need training.
- Collaborate with Service Desk and Resolver Groups to drive Shift Left recommendations Identify opportunities for L0 and problem prevention/call reduction
- Monitor performance of Shift Left initiatives and highlight areas of concern
- Provide leadership on operational process changes that affect ticket resolution
- Shares with the team and others his expertise on ITIL fundamentals, process/ trend analysis, and continual improvement
Requirements:
- A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
- Working knowledge of call center operations and organization required. Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint) and Google platform (e.g. Data Studio, Google sheet)
- Communication skills
- Data and Presentation skills
- Detail oriented and critical thinking
- Continual Improvement methodologies development, such as Six Sigma.
- Working knowledge of ITIL
- Experience working with ITSM ticketing systems such as Servicenow
További munkaköri leírás
The Business Reporting Specialist is a strategic operational role focused on optimizing service desk efficiency and driving cost savings. You will be responsible for analyzing ticket data to improve First Contact Resolution (FCR), implementing "Shift Left" initiatives (moving technical resolutions to lower-cost support tiers), and providing actionable insights to management.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
