Informazioni di base
Ref Number
Req_00163800
Primary Location
CA - Home Office
Country
Canada
Job Type
Business Process Outsourcing
Work Style
Remote
Descrizione e requisiti
Position overview
As a Business Analyst II, you will be responsible for the simplification of technical support processes for FFH, Smart Home, and Mobility Technical Support. This includes issue identification, business case, process design or redesign, execution, and benefit tracking.
Key responsibilities:
- Monitor key performance indicators related to technical support performance
- Analyze call center data to identify patterns and trends in repeat drivers and AHT outliers, develop and implement actionable insights
- Conduct in-depth investigation into the root causes of repeat drivers and AHT outliers
- Collaborate with Operations leaders to understand operational challenges
- Design and propose simplified processes
- Coordinate the development of training materials with enablement leaders to improve agent performance
- Use current technology to develop proof of concept ideas to drive improvements
- Core competencies
- Highly organized team player who is willing to learn new skills and isn’t afraid to learn from mistakes. You will also need strong technical support knowledge in at least one line of business
Leadership competencies
You will need to be a trusted adviser who can influence decisions based on your solid business knowledge and communication of the expected outcomes.
Functional competencies:
- Strong knowledge of technical support and the tools used by frontline agents
- Proficient data analytics skills
- Ability to decompose complex problems and design simplified solutions
- Ability to use technology to learn and adapt quickly
Qualifications
- 1+ years of experience in FFH, SHS, or Mobility technical support
- Certification in process improvement methodologies (LSS GB) or Business Analysis (ECBA or CBAP) would be an asset
- Proficient oral and written English skills required
- Proficiency in French is an asset
Additional Job Description
We are seeking a Business Analyst to support process simplification initiatives within FFH, Smart Home, and Mobility Technical Support. In this role, you will analyze key performance indicators, identify process inefficiencies, and collaborate with operations and enablement teams to implement improvements. The ideal candidate brings strong technical support knowledge, data analysis capabilities, and a passion for problem-solving and continuous improvement. Experience in TELUS Future Friendly Home or Home Services, TELUS Smart Home Security, TELUS Mobility and proficiency in English (French is an asset) are required. Certification in process improvement or business analysis is a plus.
| Language Reference |
|---|
| English |
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.
