Position overview:

The Planning & Analysis General Analyst IV is responsible for monthly analysis of the different variables that affect the CSAT and other indicators of the program supported, so as to be able to determine those causes and consequences of current levels in the account. It is also responsible for making its own business analysis that contributes to good decision-making based on weekly data collection and supports the Account Managers and Customers with any requisition information.

Key responsibilities:

Measure the impacts that changes in LOB workflows may generate; create QBR, MBR, and WBR presentations, determined to monitor pending cases and send alerts to different LOBs, develop and analyze surveys to identify areas of opportunity, perform functional analysis to identify the required tasks and their interrelationships, identify best practices, analysis of design processes and evaluation of performance measurements, make the process of on-boarding and off-boarding of the account, among others.

Requirements:

Schedule flexibility

Core Competencies:

Managing self development
Embracing technology
Focusing on customers
Giving support

Functional competencies:

Excel Level - Advanced:

• Functions: SUMIF Joint , Average , Count , conditioning formulas ( IF, AND,OR )

• Troubleshooting Excel

• Preparation and presentation of advanced graphics

• PivotTables

• Search the data value by: VLOOKUP

• Format Cells

• Advanced Filters

Basic knowledge of CSAT and other indicators of the account - Required
Knowledge of the account - Desirable

Qualifications:

English - B2:

• Oral and written comprehension.

• Appropriate use of language.

University Degree in Business, Industrial Engineering, Economics, or related careers- Desirable
Verifiable experience doing business behavior analysis - Required

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, m