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Business Analyst II-CE Contact Centre Readiness Systems and Proc
Category: Telecommunications
  • Your pay will be discussed at your interview

Job code: lhw-e0-89563762

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  Job posted:   Sat May 12, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Business Analyst II-CE Contact Centre Readiness Systems and Proc

Create awesome experiences for our customers.
Join our team!
We are currently seeking a motivated individual to join CE Contact Centre Readiness Systems and Procedures team, focused on developing and executing readiness plans to support the introduction of new agent tools and transformational process changes.
Working in partnership with cross-functional TELUS teams, you will be a trusted Customer Experience (CE) advisor, responsible for helping shape our offerings with the agent and customer experience mindset and providing our team members with transparent information, tools and the autonomy required to effectively do their job and understand the value it brings to TELUS overall.
Here's the impact you'll make and what we'll accomplish together!
* Develop and execute agent and CE business readiness activities. Examples of initiatives supported within our team include Digital Adoption, Automated Customer Experience, Mobile & Home, Omni Ordering and Service 2.0.
* Assess business impacts to assist Resource Planning and Optimization team in forecasting and scheduling
* Scrutinize projects with a focus on customer experience & operational excellence
* Review and report initiative impacts on a required basis; including consideration of proper contingency plans
* Engage and inform stakeholders on upcoming launch readiness activities and impacts
* Provide post launch support - focus groups, surveys, agent sit-ins to measure the success of the launch and identify key learnings
Here's how...
* Representing the CE perspective and influencing decision-making to maximize the success of specific changes
* Building strong relationships with internal cross-functional partners to ensure we are delivering the best customer experience with each interaction
* Ensuring our agents are readily able to provide a quality customer experience by providing the clear, simple and accurate information they need, when they need it
You're the missing piece of the puzzle...
* Highly motivated, self-sufficient with ability to effectively manage a diverse workload in a fast paced and demanding environment
* Strong problem solving and negotiation skills to overcome unexpected obstacles
* Innovative, willing to test new ideas and learn from them
* Excellent written and oral communication skills with the ability to present information to all levels within the organization
* Demonstrated ability to work with and collaborate with peers in a cross-functional setting
* Ability to drive self-directed initiatives - proactively identify when it is necessary to take certain steps and move ahead with confidence
* Competence in the use of Google and Microsoft applications
* Strong knowledge of call centre frontline and support operations
* Knowledge of Mobility and FFH products and services considered an asset
* Experience either supporting projects or performing project business analysis
Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV(TM). We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you create future friendlyŽ possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
**Title:** *Business Analyst II-CE Contact Centre Readiness Systems and Procedures Team*
**Location:** *CAN-BC-Vancouver*
**Requisition ID:** *PLA03545-18*
**Other Locations:** *CA-QC-Montreal, CA-AB-Calgary, CA-ON-Toronto, CA-ON-Barrie, CA-AB-Edmonton*

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