Basic Information
Ref Number
Req_00138542
Last day to apply
30-9月-2024
Primary Location
BG - Sofia - TELUS Tower
Additional Locations
BG - Sofia - Infinity Tower
Country
Bulgaria
Description and Requirements
The Business Analyst produces long & short term analysis on SLA/KPIs trends, root cause analysis and provides actionable insight for process improvement to the relevant stakeholders in a format that is easy to consume and address. The analyst will quantify the program’s and its structure’s performance within TELUS Digital. The analyst will liaise with the Sr. Data Analyst as well as analysts from other functions and partners in order to align the performance management process and/or transfer best practices. The analyst will produce scorecards based on ranking methodologies in order to enable evaluation and drive performance. The analyst revises the SLA/KPI reporting infrastructure of the program, proposes and delivers optimization.
Key Responsibilities:
Must have:
About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
Key Responsibilities:
- Revise, improve and keep up to date reporting infrastructure – existing reports, intended audience, report consumer formats, data fidelity and sources.
- Analyze trends of the team's quality and quantity of work (customer satisfaction, productivity, quality, etc. KPIs). When the actual results drastically deviate from the set goals/expectations, informs the Program Management team in due time.
- Verifies the data fidelity and credibility of reports and organizes timely submission of the reports before being submitted to the management and the partners of the company.
- The Employee supports the Account (Program) Manager, Team Leader and Supervisor activities in the preparation of statistics and reports and in day-to-day activities based on data driven instruction.
- Ensures that Service Level targets as well as other program/client targets are met through proper process improvement and follow up on actionable insights.
- Analyze front office and back office volume projections; service metrics targets versus current performance trends and service level to give recommendations on how to better maximize resources.
- Serves as subject matter expert and BA liaisons for specific programs/departments and coordinates with Operations to ensure consistent business/operational goals.
- Acts as Performance Analytics SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency.
Must have:
- Degree in: Finance, Accounting, Engineering, Business Administration, or Logistics OR two (2) years of relevant experience in Reporting/Analytics or Performance Management within a contact center.
- Advanced knowledge of MS Office Applications (i.e. MS Excel, Access, PowerPoint) as well as BI specific software and applications (i.e. Power BI, Google Data Studio, Qlik, Sisense, Tableau).
- Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
- Ability to multitask, adapt to change, and achieve results with accuracy and precision.
- Strong team player with the ability to influence key stakeholders.
- Excellent oral and written communication skills in English.
- Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure.
- Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.
- Knowledge in workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring) is preferred.
- Prior knowledge of client specifics (i.e. Nature of account, metrics) preferred.
- Strong knowledge of call center operations and organization / BPO.
- Statistical & financial analysis.
We Offer:
Does it sound like the perfect job for you? Apply now!
- Fully paid training
- Stable job and career development opportunities
- Attractive salary
- Additional health insurance
- 50+ benefits and services to choose from
- Positive international working environment
- Support and learning
- Employee referral bonuses
- Relocation package for candidates outside Bulgaria
Does it sound like the perfect job for you? Apply now!
#LI-DNI
Additional Job Description
Are you ready to take the next step in your career and achieve your next challenge? TELUS Digital Bulgaria is looking for you!
| Language Reference |
|---|
| English |
| French |
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.
