Description

About TELUS Digital

At TELUS Digital, we’re transforming how millions of customers live, work, and connect by building intuitive, human-centered digital experiences. Our team of innovators, strategists, designers, and technologists are united by a shared ambition: to create exceptional digital products and solutions that drive meaningful impact. We embrace an agile mindset, encourage continuous learning, and empower our teams to bring bold ideas to life while staying true to our customer-first philosophy.

Position Overview

As a Partner Relations Specialist, the main responsibility will be to drive global performance excellence and alignment on priorities as part of our Technical Support Premium Solutions Organization. You will be responsible for simplifying technical support processes for FFH and Smart Home Technical Support. This includes issue identification, development of business cases, process design or redesign, execution, and benefit tracking.

Key Responsibilities:

  • Monitor key performance indicators related to technical support performance
  • Analyze call center data to identify patterns and trends in repeat drivers and AHT outliers, and develop actionable insights
  • Conduct in-depth investigations into the root causes of repeat drivers and AHT outliers
  • Collaborate with Operations leaders to understand operational challenges
  • Design and propose simplified processes
  • Coordinate with enablement leaders to develop training materials that enhance agent performance
  • Leverage current technologies to develop proof-of-concept ideas that drive operational improvements
  • Hosting/co-hosting interlock and call listening meetings with Technical Support leaders

Core Competencies

  • Highly organized team player, open to learning new skills and learning from mistakes
  • Strong technical support knowledge in at least one line of business

Leadership Competencies

  • Ability to act as a trusted adviser and influence decisions using solid business knowledge and clear communication of expected outcomes

Functional Competencies

  • Strong knowledge of technical support and frontline agent tools
  • Proficient data analytics skills including strong knowledge of Google Suite applications (e.g. Sheets) and Microsoft Office (e.g. Excel)
  • Ability to decompose complex problems and design simplified solutions
  • Ability to use technology to learn and adapt quickly

Qualifications

  • 2+ years of experience in FFH or SHS Technical support
  • Proficient oral and written English skills required

At TELUS Digital

TELUS Digital is committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, supported, and empowered to thrive. We celebrate diverse backgrounds, perspectives, and experiences, and we strive to ensure fair opportunities for all. We encourage applications from individuals of all genders, ethnicities, abilities, sexual orientations, and communities. At TELUS Digital, your uniqueness helps us innovate and succeed.