About TELUS DigitalAt TELUS Digital, were 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 OverviewAs 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 performanceAnalyze call center data to identify patterns and trends in repeat drivers and AHT outliers, and develop actionable insightsConduct in-depth investigations into the root causes of repeat drivers and AHT outliersCollaborate with Operations leaders to understand operational challengesDesign and propose simplified processesCoordinate with enablement leaders to develop training materials that enhance agent performanceLeverage current technologies to develop proof-of-concept ideas that drive operational improvementsHosting/co-hosting interlock and call listening meetings with Technical Support leadersCore CompetenciesHighly organized team player, open to learning new skills and learning from mistakesStrong technical support knowledge in at least one line of businessLeadership CompetenciesAbility to act as a trusted adviser and influence decisions using solid business knowledge and clear communication of expected outcomesFunctional CompetenciesStrong knowledge of technical support and frontline agent toolsProficient 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 solutionsAbility to use technology to learn and adapt quicklyQualifications2+ years of experience in FFH or SHS Technical supportProficient oral and written English skills requiredAt TELUS DigitalTELUS Digital is committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, supported, and empowered to thrive. We celebrate diverse backgrounds, perspectives, and experiences, and we strive to ensure fair opportunities for all. We encourage applications from individuals of all genders, ethnicities, abilities, sexual orientations, and communities. At TELUS Digital, your uniqueness helps us innovate and succeed.
Job Title
Partner Relation Specialist