TELUS
Toronto, ON, CA
Req ID: 27245
Jobs by Category: Digital
Job Function: Project Management
Status: Full Time
Schedule: Regular
Description
Create awesome experiences for our customers.
Join our team
We’re a customer-driven and product-minded team within TELUS, responsible for our company’s digital evolution. We simplify the path to production so teams can focus on what matters most.
TELUS Digital’s mission is to make life easier for millions of customers – and for our team. We build smart, customer-centric and data-driven experiences for telus.com, TELUS.com/business and the My TELUS app.
Our team includes a passionate group of strategists, UX and visual designers, full stack developers, content managers, scrum masters, testers, product owners, people experience specialists, and other digital experts.
Our team members are leaders in local and global technology communities, we value and support communities such as: Tech Masters, NodeSchool, Ladies Learning Code, Women Who Code TO and many more!
Learn more about our team at telus.com/digital
Here’s the impact you’ll make and what we’ll accomplish together
You are a top-tier business analyst familiar with working in an operations capacity. In this team you will help us ensure that digital orders through telus.com commerce flow are processed efficiently so our customers have their orders fulfilled as fast as possible.
You will play a key role in standing up the Digital Fulfillment Centre, where all digital orders and leads will be processed by our team. You will manage the team of agents that process orders through order management system, work closely with our development teams to improve agent tooling & processes, and coordinate with business partners to execute change management on all new initiatives and features. Additionally, you will forecast incoming volume of orders & leads with our digital analysts and marketing partners to determine sufficient resourcing plans to accommodate our processing SLAs.
Here’s how
Responsible for daily Order & Lead Fulfillment operations for all Home Solutions Commerce orders
Build & execute strategy to grow the Digital Fulfillment Centre to include Home Solutions orders, leads, and moves processing
Support fulfillment team with day to day operations like commerce health, customer escalations, order tracking and order reporting
Own the vision and prioritization of digital fulfillment experiences in partnership with stakeholders to achieve the vision and business outcomes (ROI)
Accountable for all fulfillment KPIs. Track and report on key metrics including Automation rate, Yield rate, Average Handle Time, Time to Fulfill, etc
Opportunity to learn various aspects of product development like story writing, project analysis, QA and working closely with product teams like developments and lead architects
Qualifications
You’re the missing piece of the puzzle
1-3 years experience in product owner/manager roles
You are a self-starter with strong bias for action and keen attention to detail
Strong problem solving and critical thinking skills
Advanced oral and written communication skills across a variety of audiences, including escalation handling and executive level presentations
Ability to work on identifying, ideating & negotiating process and system improvements
Experience analyzing sales volumes and understanding KPI’s such as sales targets, order volumes, handle times and service level agreements
Comfortable creating Business cases for staffing requirements
Experience in turning agent & customer feedback into tangible actions
Great-to-haves
Telecommunications industry experience considered a strong asset
Knowledge of TELUS sales systems
Knowledge of fulfillment operations
Background in analytics
Apply Now
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