Description
- Addresses the administrative needs of the account by coordinating with the Operations Management on account needs and goals.
- Contributes to the attainment of optimum performance and service levels by providing administrative support for the entire account (i.e. monitoring metrics, attendance, attrition, etc...).
- Updates program / account files and collates team reports for program / account report generation.
- Files and organizes internal reports for easy access and availability.
- Maintains the account's communication and bulletin boards (i.e. generates list of winners for daily/weekly/monthly incentives on the floor, exemplary performers, promotions and new hires, etc...)
- Acts as the Human Resource person for the account.
- Coordinates with the Human Resources departments (i.e. Compensation and Benefits, Employee Relations, Recruitment, etc...) for HR concerns of the account (i.e. disputes, inquiries, hearings, etc...).
- Transmits important documents and information and secures confidential records for proper safekeeping. Submits disputes, inquiries and grievances regarding payroll, compensation and employee relations for immediate action and addressing.
- Provides data on upcoming events to the account.
- Attends regular meetings with Human Resources (i.e. HR at the Lounge, etc...) to gather important information for immediate dissemination to the account.
- Liaisons with other Program Coordinators in order to keep information up-to-date and discuss common concerns across all accounts.
- Updates Baleen information and templates by gathering updated data from the intranet.
- Maintains Baleen information contained in various documents in order for agents to be able to review overall account performance and individual contributions on a real-time basis.
- Assists the Team Leaders in collating individual / team metrics.
- Ensures the availability of supplies, materials and other resources required for day-to-day operations of the account.
- Checks inventory of current supplies and forecasts future supply needs of the account.
- Submits requisitions for additional supplies and other necessary materials.
- Assists in queue management and floor support by logging into the pertinent WFM system and checking queue and call volume.
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.
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.
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