The Business Intelligence Specialist currently serves under the direction of the Business Analytics and Tools Enablement (BATE) Team Lead supporting the Operations. They are the data specialists who contribute to organizational improvement by gathering and maintaining data, and preparing reports and Analysis that the operation can use to introduce process improvements. They have excellent analytical and technical skills, in addition to a keen ability to determine specifications and standards for business reporting and maintaining data integrity. Business Analyst key responsibilities involve data extraction & maintenance, analysis, and transformation. The Business Analyst must be a compelling Data Storyteller. Data storytelling is a structured approach to communicating data insights, and it involves a combination of three key elements: data, visuals, and narrative.
Main Responsibilities:
Requirements analysis
Input on assessment and planning activities
Data model design
Solution building
Risk assessment/mitigation (manual/automated)
Functional unit testing
User Acceptance Testing (i.e. testing the overall functionality of dashboard(s) or reporting and ensuring data accuracy)
Extracting and gathering data from sources and processing them into consumable outputs based on requirements
Documentation of process and creation of user guides
Provides support and assists in troubleshooting and resolving issues reported or flagged by end-users
Escalates any data or tool-related issues to the proper channel as needed
Continuous alignment to program/account reporting scope
Attends training required to ensure his/her continuous learning & development
Qualifications:
Excellent verbal, written, and presentation communication Skills
Intellectually curious – fast and self-driven learner in areas including new business models, analytical techniques, technical skills, etc.
Demonstrated analytical and problem-solving experience
Demonstrated strong organizational, time management, prioritization, and coordination skills
Ability to self-initiate follow-up, work independently, and adhere to deadlines
Ability to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a team
Average to advanced proficiency in data analysis and data modeling
Advanced analytical thinking
Ability to multitask, meet deadlines, and adhere to project timelines.
Process mapping or process documentation experience
Conduct in-depth data analysis to identify errors and areas for improvement, contributing to the ongoing improvement of the reporting processes.
Ability to speak with Senior level stakeholders (Directors, VPs, etc.)
Ability to understand client requests and translate them into BI solutions
Flexibility to work on ad hoc tasks required by stakeholders
3-5 years of experience as a Business Analyst, with a focus on call center or customer service operations - Required
Knowledge:
English B2 - Required
Excel advanced - Required
Proficiency with MS Office or Google Workspace applications (MS Excel, Google Sheets, Google Data Studio, etc.) with the ability to create charts, graphs, pivot tables, and complex formulas - Required
Ability to learn to navigate new tools and dashboards - Required
Zendesk, IEX, Salesforce Verint, Impact 360, SQL, Power BI, Tableau or Injixo knowledge - Required
BPO Center Software (CMS, CISCO, etc.)
Experience with CRM systems (e.g., Salesforce, Zendesk) and contact center platforms (e.g., Nice, Avaya, Five9). - Required
Exceptional problem-solving, critical thinking, and communication skills. -
Statistics, mathematical logic - Required
Studies & Experience:
Bachelor’s degree in any course (bachelor's or advanced degree in quantitative domain e.g. Analytics, Statistics, Maths, or relevant experience in data analytics or BI is an advantage.) - Desirable
Preferably sophomore level in Systems Engineering, business administration, economics, or related careers - Desirable
Quality experience - Desirable
Industry (Customer Service Support & BPO) experience
Experience with databases (SQL, Google Script, Phyton) - Desirable
6 months of experience in similar positions - Desirable
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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