Job Title

This job is with TELUS Digital, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Description and Requirements Job Description 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 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. 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.#LI-DNI