As a Senior Performance Analyst in Resource Planning and Optimization, you will be a strong leader who perpetually takes initiative to apply consulting skills to support our executive leadership team in attaining our objectives of improving our customer experience while maintaining a competitive business performance cost structure. By leveraging your exceptional storytelling capabilities, you are able to provide unparalleled insight and present actionable recommendations that will enable strategic prioritization and globally enhance operational performance.
You demonstrate a high degree of autonomy and develop strong partnerships with business leaders to gain understanding of underlying business drivers and issues. You take a lead role in assessing how to improve the quality and impact of the management information you provide and can respond quickly and accurately to urgent requests for complex information. Your customers will seek your knowledge and guidance because you have consistently earned their respect. They know that you produce value and achieve results.Responsibilities:
•Work collaboratively with customer and stakeholders teams to understand and compartmentalize complex and ambiguous business issues into crisp and manageable piecesQualifications:Required Knowledge:
•Develop and present key operational review reporting and internal measures to executive leadership teams addressing hourly, daily, weekly and monthly client requirements as required (e.g. Utilizing dashboards, KPIs, variance reports, ratio, cost, benefits realizations and productivity reports)
•Ensure data, tools, platforms, processes, are properly integrated and maintained to support reporting and analysis
•Analyze performance and results using advanced analytical tools and techniques to improve understanding and provide insight resulting in increased productivity, efficiency, quality, optimization, and the improvement of both client experience and business processes
•Evolve and define aggregate productivity and performance metrics, including linkages to revenue portfolios
•Conduct special projects and complex data analysis as required by the senior leadership team
•Identify and champion automation and optimization opportunities related to data reporting and analysis across RP&O
•Provide mentorship and guidance to other members of the Performance & Analysis team
•Strong knowledge of call centre metrics Required Skills & Abilities:
•Knowledge and experience in a workforce management environment
•Data mining & consolidation
•Experience working in fast paced continually changing environments
•Experience working with systems, processes and databases Required Professional Designation/Certification:
•Demonstrated knowledge in predictive modeling/data mining techniques
•Ability to consult and communicate with senior management and to develop relationships with key internal and external contacts, and ability to work within cross functional teams
•Capable of listening and interpreting stakeholder feedback to understand business processes and identify business issues/objectives
•The ability to deal with ambiguity, complex issues and concepts while problem solving, making sound decisions and multi-tasking
•Demonstrated ability to work independently, perform analysis and structure findings/recommendations for a senior leadership audience
•Detail oriented, yet able to stand back and appreciate the big picture
•Sense of urgency and ability to drive issues to closure despite setbacks
•High standard of performance, creative, self-sufficient with ability to work successfully under pressure
•Strong interpersonal skills with the ability to foster good working relationships at multiple organizational levels
•Strong analytical and critical thinking skills
•Excellent oral and written skills
•Strong presentation/storytelling skills
•Advanced Microsoft Office & Google Suite ability (especially MS Excel & Google Slides)
•Ability to work non-standard hours
•University degree and/or 5-7 years equivalent combination of experience and education Who is TELUS?
•Operations experience would be considered an asset
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you
create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.