Description
Responsibilities:
- Identify opportunities to reduce tickets dispatched from Service Desk to other Product Lines and reduce calls to the Helpdesk, therefore a direct impact on cost savings to the Account
- Work as a team with Service Desk operation to implement FCR practices and processes Identify opportunities to improve ticket resolution. KB scripts, training, coaching
- Monitor FCR improvement progress by keeping track of raw FCR, action items and opportunities progress
- Ensure awareness and understanding of FCR initiatives within Service Desk Advise and assist both staff and Management on FCR matters
- Highlight FCR performance to Management through weekly/month reports
- Provide monthly status report on FCR activities for the Account Assist with identification of L1 agents who need training.
- Collaborate with Service Desk and Resolver Groups to drive Shift Left recommendations Identify opportunities for L0 and problem prevention/call reduction
- Monitor performance of Shift Left initiatives and highlight areas of concern
- Provide leadership on operational process changes that affect ticket resolution
- Shares with the team and others his expertise on ITIL fundamentals, process/ trend analysis, and continual improvement
Requirements
- A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
- Working knowledge of call center operations and organization required. Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint) and Google platform (e.g. Data Studio, Google sheet)
- Communication skills
- Data and Presentation skills
- Detail oriented and critical thinking
- Continual Improvement methodologies development, such as Six Sigma.
- Working knowledge of ITIL
- Experience working with ITSM ticketing systems such as Servicenow
About Company
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
