Be an early applicantLess than 25 applicantsPosted by Agency

Company

TELUS International · 19 hours ago

TELUS Operations, Business Performance Analysis Specialist - TELUS Digital

United States

Full-time

Remote

Mid Level

3+ years exp

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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

Qualification

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Customer service analyticsData analysis toolsProcess improvement methodologiesBPO industry trendsMachine learning applicationsAI applicationsB2+ English proficiency

Required

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

Strong understanding 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

Have been in their current role for a minimum of six (6) months (for US & Canada applicants)

Have no active Hint 2 or 3 (for US & Canada applicants)

Be meeting or exceeding performance requirements (for US & Canada applicants)

Meeting or exceeding all metrics in your current role for the last 3 months (for El Salvador & Guatemala applicants)

Minimum of 95% Attendance (for El Salvador & Guatemala applicants)

Minimum of 1 year as an employee of TELUS Digital (for El Salvador & Guatemala applicants)

No active disciplinary processes (Hint 3 and above for Guatemala applicants)

Schedule flexibility (for El Salvador & Guatemala applicants)

Should be a regular TELUS Digital Philippines team member (for Philippines applicants)

Should not have any form of disciplinary action in the past 6 months (for Philippines applicants)

Should have an average 6 months scorecard of ACHIEVING (3-point scale) (for Philippines applicants)

Should be certified in Leadership at TELUS Digital to apply for an Officer Individual Contributor or Team Leader position (for Philippines applicants)