Description and Requirements
Position Summary :
Supporting the Global Learning Excellence Team, the Business Analyst is responsible for in-depth analysis of client / program-specific business needs and the design, development, and delivery of solutions to meet those business needs.
They are also responsible for continuous process improvement whenever needed.
Functional Responsibilities :
Function : Call Center Operations
Accountable for analysis, implementation, documentation, testing, and communication on simple to moderately complex projects. These may include :
input on assessment and planning activities
business case development
risk assessment and mitigation
stakeholder update presentations
user interfaces / processes
continues alignment to program / account scope
communication on basic and / or individual components of program / s / account / s
Provides cost-effective solutions that allow for rapid product and service introduction, are scalable, and enhance the customer experience while ensuring data integrity and / or maintaining system stability.
Accountable for timely resolution of support issues involving TELUS systems and processes.
Establishes regular communication with counterparts onshore to maintain consistency and streamlined processes, as well as enhance business performance through continuous process improvements.
Closely monitors and creates overall program scorecards and performance with the assistance of the Operations Manager and Program Coordinator.
Maintains constant collaboration with cross-functional teams to achieve program / account objectives.
Shares best practices within the assigned program / account and support team from onshore.
Function : TI Client Services
Submit required reports on a timely basis, attend meetings and liaise with Global Operations teams as required (includes sensitive data).
Maintain monthly and weekly updates for Client Services reporting as required, as well as collection or distribution of required documents as needed.
Work with multiple stakeholder groups across multiple TI geographies to collect and present the data.
Responsible for the generation of executive dashboard-related reporting including Operational Program Performance, Program Headcount, Program Financials, and Quality of Service.
Ensure accuracy and completeness of documents submitted within the prescribed period in adherence to TI quality standards (i.
e. format, grammar, data validation).
Conduct analysis of program data and reports to determine gaps and errors; recommend opportunities for improvement and data cleanup / revision as necessary.
Ongoing Client Services support as required to comply with TELUS business / IT issues and requirements.
Respond to Client Services issues and engages the appropriate service delivery and service support teams to satisfy client service elements to resolution.
Available for customer escalations and Client Services support as required.
Act as point of contact between TELUS and TELUS International for all Client Services related process needs as required.
Adhoc client / Client Services requests (pricing / financials liaison on client billing issues; ad hoc reporting requests).
At least three (3) years experience in call center operations - with 6 months to 1 year of experience in a supervisory capacity - in a relevant or related customer support environment, with demonstrated experience using call center management tools.
Advanced knowledge of Microsoft Office suite of products (e.g. Word, Excel, PowerPoint, and others) is a must.
Must be available to work ASAP.
Clear understanding of call center metrics (AHT, CSAT, VOC, DSAT, and etc) and measuring tools (RTA, MTE, and etc).
Proficiency with other call center-specific software / systems (Baleen, Blue Pumpkin, Avaya, and etc).