TELUS Business Performance Analysis Specialist
@ TELUS Digital

Hybrid
CA$90,000
Hybrid
Full Time
Posted 16 hours ago

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XXXXXXXXX XXXXXXXXXXXXX XXXXXX****** @telusdigital.com
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Job Details

Overview

The TELUS Business Performance Analysis Specialist role focuses on identifying root causes of customer escalations in telecommunications and television service issues. The specialist analyzes call center data, collaborates with operations leaders, and designs action plans to improve performance and reduce preventable escalations.

Key Responsibilities

  • Monitor key performance indicators for agent preventable escalations
  • Analyze call center data to identify trends and patterns
  • Investigate root causes of customer complaints and escalations
  • Collaborate with Operations leaders to address challenges
  • Design and propose remedial plans to optimize processes
  • Coordinate training material development with enablement leaders
  • Partner with enablement leaders to implement technical call routing solutions
  • Conduct regular audits of call recordings

Core and Functional Competencies

This role requires strong analytical skills, familiarity with data analysis tools, and a good understanding of BPO industry trends. Experience with machine learning or AI applications in customer service is beneficial.

Qualifications

  • 3+ years 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 proficiency

TELUS Digital Internal Requirements

Requirements vary by location (US, Canada, El Salvador, Guatemala, and the Philippines) including minimum tenure, performance metrics, attendance, and disciplinary records.

EEO Statement

TELUS Digital is an equal opportunity employer committed to diversity and inclusion. Hiring decisions are based on qualifications, merits, competence, and performance.

Key skills/competency

  • Customer Escalations
  • Data Analysis
  • Call Center Operations
  • Process Improvement
  • Trend Analysis
  • Root Cause Analysis
  • Operational Performance
  • Training Development
  • Machine Learning
  • Telecommunications
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How to Get Hired at TELUS Digital

🎯 Tips for Getting Hired

  • Research TELUS Digital: Understand their culture and business priorities.
  • Customize your resume: Highlight analytics and telecom experience.
  • Showcase problem solving: Detail experience with data analysis.
  • Prepare for interviews: Focus on technical and operational challenges.

📝 Interview Preparation Advice

Technical Preparation

Review data analysis tool functionalities.
Practice case studies on call center metrics.
Study telecommunications and BPO trends.
Familiarize with AI applications in customer service.

Behavioral Questions

Describe handling escalated customer issues.
Explain collaboration with operations teams.
Detail a time you solved complex problems.
Discuss learning from performance audits.

Frequently Asked Questions