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Partner Relations Specialist

Základné informácie

Ref Number

Req_00175255

Primárna lokácia

CA - Home Office

Krajina

Kanada

Typy zamestnania

Business Process Outsourcing

Work Style

Remote

Opis a požiadavky

About TELUS Digital

At TELUS Digital, we’re transforming how millions of customers live, work, and connect by building intuitive, human-centered digital experiences. Our team of innovators, strategists, designers, and technologists are united by a shared ambition: to create exceptional digital products and solutions that drive meaningful impact. We embrace an agile mindset, encourage continuous learning, and empower our teams to bring bold ideas to life while staying true to our customer-first philosophy.

Position Overview

As a Partner Relations Specialist, the main responsibility will be to drive global performance excellence and alignment on priorities as part of our Technical Support Premium Solutions Organization. You will be responsible for simplifying technical support processes for FFH and Smart Home Technical Support. This includes issue identification, development of business cases, 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, and develop actionable insights

  • Conduct in-depth investigations into the root causes of repeat drivers and AHT outliers

  • Collaborate with Operations leaders to understand operational challenges

  • Design and propose simplified processes

  • Coordinate with enablement leaders to develop training materials that enhance agent performance

  • Leverage current technologies to develop proof-of-concept ideas that drive operational improvements

  • Hosting/co-hosting interlock and call listening meetings with Technical Support leaders


Core Competencies

  • Highly organized team player, open to learning new skills and learning from mistakes

  • Strong technical support knowledge in at least one line of business

Leadership Competencies

  • Ability to act as a trusted adviser and influence decisions using solid business knowledge and clear communication of expected outcomes

Functional Competencies

  • Strong knowledge of technical support and frontline agent tools

  • Proficient data analytics skills including strong knowledge of Google Suite applications (e.g. Sheets) and Microsoft Office (e.g. Excel)

  • Ability to decompose complex problems and design simplified solutions

  • Ability to use technology to learn and adapt quickly

Qualifications

  • 2+ years of experience in FFH or SHS Technical support

  • Proficient oral and written English skills required

Ďalší popis práce

The Team Member will support Tech Support leaders globally to help come up with action plans to improve results related to one call resolution. They do this through One-on-one meeting with leaders, site touchpoints, call listening sessions and interlocks to share regular updates and what leaders need to focus on with their agents. They are also involved with training audits to help with enhancements and they also attend new hire and cross-training sessions to go over the most important tools and skills.

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.
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