Basic Information
Ref Number
Req_00049874
Primary Location
Ortigas Center
Country
Philippines
Job Type
Digital Solutions
Work Style
Hybrid
Description and Requirements
Qualifications
- Minimum of 1 year experience in call center operations, in a relevant or related customer support environment, with demonstrated experience using call center management tools.
- Working knowledge of call center operations and organization required.
- Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint)
- A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
- Understanding of Call Center measuring tools. (e.g. RTA and MTE)
- Proficiency with other call center-specific software / systems
Other Details:
- Temporary WFH, but must be willing to be based in our Ortigas site
- Must be open to fixed night shift schedules
- Can start as soon as possible (ASAP)
Additional Job Description
Function: IT Operations
- Responsible for in-depth analysis of reports for client / program-specific business needs and the design, development and delivery of solutions to meet those business needs. Focus on continuous process improvement, execution and delivery.
- Accountable for reports analysis, implementation, documentation, testing and communication on simple to moderately complex projects. These may include:
- requirements definition
- input on assessment and planning activities
- risk assessment / mitigation
- user interfaces/ processes
- continues alignment to program/account scope
- communication on basic and/or individual components of program/s / account/s
- Provides cost effective solutions that allow for rapid product and service introduction, are scalable and that enhance the customer experience while ensuring data integrity and/or maintaining system stability.
- Accountable for timely resolution of support issues involving TELUS systems and processes.
- Closely monitors and creates overall program scorecards and peformance with the assistance of Operations Manager and Program Coordinator.
- Maintains constant collaboration with cross-functional teams to achieve program / account objectives.
- Shares best practices within the assigned program/account and support team from onshore.
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.