Overview:
Responsible for in-depth analysis of 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.
Function: Client Operations
- Accountable for analysis, implementation, documentation, testing, and communication on simple to moderately complex projects. These may include:
- requirements definition
- input on assessment and planning activities
- business case development
- risk assessment/mitigation
- stakeholder update presentations
- 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 enhance the customer experience while ensuring data integrity and/or maintaining system stability.
- Accountable for timely resolution of support issues involving systems and processes.
- Establishes regular communication with counterparts (Global Operations) to maintain consistency and streamlined processes, as well as enhance business performance through continuous process improvements.
- Closely monitors and creates overall program scorecards and performance with the assistance of the 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.
Function: Client Services
- Submit required reports on a timely basis, attend meetings, and liaise with Global Operations teams as required (including sensitive data).
- Maintain monthly and weekly updates for Client Services reporting as required, as well as collection or distribution of required documents as needed.
- Work with multiple stakeholder groups across multiple TI geographies to collect and present the data.
- Responsible for the generation of executive dashboard-related reporting including Operational Program Performance, Program Headcount, Program Financials, and Quality of Service.
- Ensure accuracy and completeness of documents submitted within the prescribed period in adherence to TELUS quality standards (i.e. format, grammar, data validation).
- Conduct analysis of program data and reports to determine gaps and errors; recommend opportunities for improvement and data cleanup/revision as necessary.
- Ongoing Client Services support as required to comply with TELUS business/ IT issues and requirements.
- Respond to Client Services issues and engage the appropriate service delivery and service support teams to satisfy client service elements to resolution.
- Available for customer escalations and Client Services support as required.
- Act as point of contact for all Client Services-related process needs as required.
- Adhoc client/Client Services requests (pricing/financials liaison on client billing issues; ad hoc reporting requests).
Required skills + qualities (technical):
- Post-secondary diploma/certification; Bachelor's degree preferred.
- Post-secondary education in business, marketing, IT, or equivalent experience is preferred.
- Minimum 3 years experience in call center operations, with 6 months to 1 year experience in a supervisory capacity, in a relevant or related customer support environment, with demonstrated experience using call centre management tools.
- Working knowledge of call center operations and organization is required. Prior knowledge of client-specifics preferred.
- Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint.)
- A clear understanding of Operational Metrics. (e.g. Average Handle Time, Customer Satisfactions, etc.). Understanding of Operational measuring tools. (e.g. Salesforce, Verint).
- Demonstrate a clear knowledge of TELUS strategic direction, products, and services. Proficiency with other call center-specific software/systems.
Required skills + qualities (non-technical):
- Superior leadership, organizational, interpersonal, and communication skills. A proven ability to coach and implement corrective action to team members through positive feedback, and recognize and reward superior performance.
- Consistently exercise active listening.
- An exceptional ability to facilitate and motivate team members utilizing proven Change Management techniques.
- Exceptional analytical skills with an ability to troubleshoot and carry out problem resolution. Has keen attention to detail.
- Demonstrated ability to set priorities, meet deliverables, and work with minimal supervision. Welcome and support new technologies and approaches to work processes. Initiate the removal of departmental barriers and unproductive rules.
- Ability to create opportunities to move TELUS to a customer-driven, integrated solutions company.
- Able to take current state and apply knowledge to achieve future state objectives.
- Adaptive to changing work schedules and working hours.
