Description and Requirements
Additional Job Description
Function: IT Operations
- Responsible for in-depth analysis of reports for 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.
- Accountable for reports analysis, implementation, documentation, testing and communication on simple to moderately complex projects. These may include:
requirements definition
input on assessment and planning activities
risk assessment / mitigation
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 that enhance the customer experience while ensuring data integrity and/or maintaining system stability.
Accountable for timely resolution of support issues involving TELUS systems and processes.
Closely monitors and creates overall program scorecards and peformance with the assistance of 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 from onshore.
Qualifications
Minimum of 1 year experience in call center operations, in a relevant or related customer support environment, with demonstrated experience using call center management tools.
Working knowledge of call center operations and organization required.
Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint)
A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
Understanding of Call Center measuring tools. (e.g. RTA and MTE)
Proficiency with other call center-specific software / systems
Other Details:
Temporary WFH, but must be willing to be based in our Ortigas site
Must be open to fixed night shift schedules
Can start as soon as possible (ASAP)
Explore the possibilities at TELUS International. We love to see you grow and develop both personally and professionally. Find jobs that match your skills to build a career that excites you. Join our Talent Community to receive Newsletters and jobs alerts based on your profile and interests. Come learn how!
Telus
Additional Job Description
Function: IT Operations
- Responsible for in-depth analysis of reports for 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.
- Accountable for reports analysis, implementation, documentation, testing and communication on simple to moderately complex projects. These may include:
requirements definition
input on assessment and planning activities
risk assessment / mitigation
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 that enhance the customer experience while ensuring data integrity and/or maintaining system stability.
Accountable for timely resolution of support issues involving TELUS systems and processes.
Closely monitors and creates overall program scorecards and peformance with the assistance of 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 from onshore.
Qualifications
Minimum of 1 year experience in call center operations, in a relevant or related customer support environment, with demonstrated experience using call center management tools.
Working knowledge of call center operations and organization required.
Advanced knowledge of Microsoft Office suite of products. (e.g. Word, Excel, PowerPoint)
A clear understanding of Call Center Metrics. (e.g. Net Promoter Score, CSAT, FCR, AHT, etc.).
Understanding of Call Center measuring tools. (e.g. RTA and MTE)
Proficiency with other call center-specific software / systems
Other Details:
Temporary WFH, but must be willing to be based in our Ortigas site
Must be open to fixed night shift schedules
Can start as soon as possible (ASAP)
Explore the possibilities at TELUS International. We love to see you grow and develop both personally and professionally. Find jobs that match your skills to build a career that excites you. Join our Talent Community to receive Newsletters and jobs alerts based on your profile and interests. Come learn how!
Telus
Other Info
Ortigas Center, Pasig City
Permanent
Full-time
Permanent
Full-time
Submit profile
Telus
About the company
Position Reports Analyst recruited by the company Telus at Pasig, Joboko automatically collects the salary of , finds more jobs on Reports Analyst or Telus company in the links above
About the company