Senior Performance Analyst - Resource Planning & Optimization
27d ago

Join our team

The Performance Analysis team within Resource Planning & Optimization (RP&O)is known within TELUS as the trusted source for providing operational insights for global call centre performance.

We present results and insights to the leadership team every week. We have a fast-paced, high performance culture, with a tight-

knit, collaborative team that likes to have fun while putting our Customers First!

The team is structured with 4 levels including Performance Analyst II’s, Senior Performance Analysts, a Performance Analyst Consultant, and a Manager to allow ample space to grow within the team.

Simply put, if you’re bright, ambitious, looking for a challenge and thrive on delivering executive level insight, this is the place to be!

Here’s the impact you’ll make and what we’ll accomplish together

You will be part of a high-performance, Customer First culture by demonstrating accountability, teamwork and innovation in your approach to supporting our data-

driven practice of performance analysis.

Provide performance results & recommendations for overall strategic performance improvement allowing us to refine our service and continue to be leaders in the marketplace.

And we have a darn good time doing it all!

Here’s how

  • 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
  • Present key operational reporting and analysis on a weekly and monthly cadence to executive leadership teams addressing hourly, daily, weekly and monthly performance
  • Lead deep dive investigations by collaborating with cross-functional teams to unravel challenges and identify opportunities for improvement
  • Demonstrate leadership through mentorship and on-the-job coaching of Performance Analyst II and other RP&O team members
  • Identify and champion automation and optimization opportunities related to data reporting and analysis across RP&O
  • Drive positive team culture and engagement by participating or leading team meetings, interviewing, in-office attendance, team events
  • What YOU Bring :

  • Business degree and / or 5-7 years of consulting or business strategy experience
  • Robust experience delivering strategic storytelling, synthesizing complex business problems into a compelling narrative and actionable insights for executives
  • Proven analytical abilities : business and / or financial modelling
  • Passion for working in a fast pace, high performance culture
  • Proven interpersonal skills with the ability to foster good working relationships at multiple levels and across multiple teams within the organization
  • Superior oral and written skills
  • Advanced Microsoft (MS) Office & Google Suite especially Excel & Slides
  • Great-to-haves

  • Master of Business Administration (MBA) degree
  • Telecommunications industry experience
  • Strong knowledge of call centre metrics
  • Knowledge and experience in a workforce management environment
  • Working knowledge of Tableau & Domo
  • Advanced Excel skills including PowerPivot / PowerQuery, Power BI
  • Operations experience
  • What YOU Get :

  • Besides working with a super star group of team members, great pay, profit sharing bonus, stock purchase plan, dedication to team engagement;
  • career development and after-hour educational assistance, flexible benefit plan with many innovative options and programs, DC Pension, flexible work styles, and more!

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