Basic Information

Ref Number

Req_00135167

Last day to apply

18-Jul-2024

Primary Location

Torre Pradera

Država

Guatemala

Job Type

Support Positions

Work Style

On Site

Description and Requirements

Planning & Analysis - General Analyst IV (Business Analyst) Graveyard - Pradera West  

 

Key responsibilities:

  • Requirements analysis

  • Input on assessment and planning activities

  • Data model design

  • Solution building

  • Risk assessment/mitigation (manual/automated)

  • Functional unit testing

  • User Acceptance Testing (i.e. testing the overall functionality of dashboard(s) or reporting and ensuring data accuracy)

  • Extracting and gathering data from sources and processing them into consumable outputs based on requirements

  • Documentation of process and creation of user guides

  • Provides support and assists in troubleshooting and resolving issues reported or flagged by end-users

  • Escalates any data or tool-related issues to the proper channel as needed

  • Continuous alignment to program/account reporting scope

  • Attends training required to ensure his/her continuous learning & development

  • Communicate regularly with the client, providing detailed performance assessments and updates.

Requirements:

  • Minimum of 1 year call center operations experience with a background in data analytics using a variety of BI tools (i.e. Google Sheets, Google Data Studio, MS Excel, Sisense, etc.) - Desirable

  • Schedule flexibility (Graveyard schedule) - Required

  • Flexibility in working onsite - Required


Core competencies:

  • Excellent verbal, written, and presentation communication Skills

  • Intellectually curious – fast and self-driven learner in areas including new business models, analytical techniques, technical skills, etc.

  • Demonstrated analytical and problem-solving experience

  • Demonstrated strong organizational, time management, prioritization, and coordination skills

  • Ability to self-initiate follow-up, work independently, and adhere to deadlines

  • Ability to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a team

  • Average to advanced proficiency in data analysis and data modeling

  • Advanced analytical thinking

  • Ability to multitask, meet deadlines, and adhere to project timelines.

  • Process mapping or process documentation experience 

  • Conduct in-depth data analysis to identify errors and areas for improvement, contributing to the ongoing improvement of the reporting processes.

  • Ability to speak with Senior level stakeholders (Directors, VPs, etc.)

  • Ability to understand client requests and translate them into BI solutions

  • Flexibility to work on ad hoc tasks required by stakeholders

Functional competencies:

  • English B2 - Required

  • Proficiency with MS Office 365 or Google Workspace applications (MS Excel, Google Sheets, Google Data Studio, Power BI, etc.) with the ability to create charts, graphs, pivot tables, and complex formulas - Required

  • Ability to learn to navigate new tools and dashboards - Required

  • Zendesk, IEX, Verint, Impact 360, or Injixo knowledge - Desirable

  • Power BI - Required

  • Connect to, import, and transform data from a variety of sources - Required

  • Define business rules and KPIs - Required

  • Explore data with powerful visualization tools - Required 

  • BPO Center Software (CMS, CISCO, etc.)

  • IOS Experience - Required 

Qualifications:

  • Bachelor’s degree in any course (bachelor's or advanced degree in quantitative domain e.g. Analytics, Statistics, Maths, or relevant experience in data analytics or BI is an advantage.)  

  • Preferably sophomore level in Systems Engineering, business administration, economics, or related careers - Desirable

  • Quality experience - Desirable

  • Industry (Customer Service Support & BPO) experience

  • Experience with databases (SQL, Google Script, Phyton) - Desirable

  • 6 months of experience in similar positions - Desirable 

Additional Job Description

 The Business Analyst currently serves under the direction of the Business Analytics and Tools Enablement (BATE) Team Lead supporting Global Operations. They are the data specialists who contribute to organizational improvement by gathering and maintaining data, and preparing reports and Analysis that the operation can use to introduce process improvements. They have excellent analytical and technical skills, in addition to a keen ability to determine specifications and standards for business reporting and maintaining data integrity. Business Analyst key responsibilities involve data extraction & maintenance, analysis, and transformation. The Business Analyst must be a compelling Data Storyteller. Data storytelling is a structured approach to communicating data insights, and it involves a combination of three key elements: data, visuals, and narrative. 


EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, 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, merits, competence and performance without regard to any characteristic related to diversity.
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