Skip to content

Logo Telus International

Planning & Analysis General Analyst IV - (Business Analyst) TIES

Allgemeine Angaben

Ref Number

Req_00135878

Standort

SV - Antiguo Cuscatlan - Las Cascadas

Land

El Salvador

Job Kategorien

Support Positions

Work Style

On Site

Jobbeschreibung


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

Zusätzliche Stellenbeschreibung

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.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 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, merits, competence and performance without regard to any characteristic related to diversity.
Bewirb dich jetzt
× -