Toronto Employment Platform

Business Analyst

Join our team!

TELUS is looking for a dynamic individual to be part of a national team of dedicated analysts, responsible for supporting outcome management along with managing resources and performing analysis of demand and supply the short term window.

Through an in depth understanding of queue conditions, key performance indicators and contact centre performance you ensure our internal stakeholders, and partners are educated on risks and challenges through analysis and mitigation strategy recommendations. By putting your recommendations into action you will see the positive impact your efforts have on the Customer Experience.

By ensuring our team is well represented in project launches and initiatives impacting how we do business (including tools, applications and training), you guarantee that you are able to identify, action and communicate issues to prevent impacts within the short term planning window and overall customer experience.

Here’s the impact you’ll make and what we’ll accomplish together!

  • Get to challenge the status quo by experimenting with new approaches, tools and techniques to better understand our customers and ways to improve our business bottom-line
  • Get to participate in projects designed to improve our tools, processes and customer experience
  • Have grit! You use your influence and network to get what you need to deliver solutions
Here’s how…
  • Our team works in a fun and challenging environment that directly influences the strategic direction and performance of the Customer Experience business
  • Our teams are responsible for the Enterprise planning functions of Strategic Forecasting & Planning, Operational Resource Management, Performance Analytics and Partner Strategy & Governance
  • We work closely with the Customer Experience Enablement and Customer Experience Strategy & Development teams to deliver on our strategic objectives
  • Our key stakeholders and partners include Operations, Marketing, Finance, and Technology Transformation to name a few
  • We provide opportunities for you to excel and show your stuff – work on high value and high visibility projects
  • We have flexible work styles with the ability to work in and out of the office
  • You will work in a team that actively supports your personal development with progressive training and development tools

You’re the missing piece of the puzzle…

  • Ability to analyze data information, translate into findings, and convey into a clear compelling story with recommendations/solutions to a diverse group of stakeholders
  • Strong communication (verbal and written), presentation, influencing and relationship building skills
  • Exceptional prioritization skills
  • Strong collaboration and engagement skills
  • Demonstrated ability to work under ambiguous circumstances
  • Excellent communication and presentation skills with the ability to craft clear, concise, compelling messages appropriate for the audience
  • Analytical and problem solving skills, with the ability to distill complex and/or ambiguous problems to its component parts, and then propose actionable solutions
  • Excellent organizational skills; ability to coordinate a variety of activities, track important details, follow-up on delegated assignments
  • Leadership skills with the ability to influence peers and partners, without direct authority
  • A Strong understanding of call centre operational performance metrics and workforce management (WFM) related processes
  • Intermediate Microsoft (MS) Excel skills at minimum
  • Experience with workforce management tools such as IEX, Pulse, DOMO preferred
  • University degree (preferably in Business, Statistics or similar) or 3-5 years of equivalent work experience in a relevant discipline (preferably workforce management) along with on-the-job personal development
Great-to-haves…
  • A passion for process improvement – Lean Six Sigma methodology experience is an asset
  • Experience with Agile process redesign or project delivery is an asset
Only candidates can apply for this job.
Share this job

About Us

Talent Portal is a Toronto-based Job Board and Employment Platform. We are dedicated at helping talents reach their dream career.Candidates can search for jobs and set job alerts to receive new job notifications via email; Employers can post jobs online, and receive applications via email. It is free for both employees and employers.

Company Search

Social Networks