TELUS National Business Delivery (NBD) team members are responsible for providing industry leading data, converged, integrated solutions and voice across multiple platforms in an ever-changing and evolving technology world. We pride ourselves on being the face of TELUS for all of our business clients serving Small, Medium, Enterprise and Wholesale business market segments across Canada. We support the implementation and repair of TELUS' broad offer of network and premise based services including wireline and wireless data, OptikTV & voice services.
The Business Resource Management team within NBD delivers the tactical planning and deployment of field technicians dedicated to serving our business customers. We ensure that TELUS delivers on our customer commitments by having technicians available with the right skills in the right communities when promised.
The Performance Analyst role within the BRM team is an exciting new opportunity. Your role will focus on the development and execution of capacity planning. Our objective is to ensure we meet our Customer First goals by providing our customers with the right technician, at the right place, and at the right time through effective capacity planning and management.Responsibilities:
•Design and implement simple solutions in order to solve complex business problemsQualifications:Required Knowledge:
•Interlock with teams across TELUS and create relationships in order to deliver tactical business capacity plans
•Align drivers and key stakeholders to optimize supply and demand interlock
•Negotiate priorities, project timelines and/or business case assumptions to ensure we provide the best in class customer experience and cost benefits to TELUS
•Investigating, analyzing and making recommendations based on benchmarking exercises and implement best practices across business unit
•Define, recommend and build opportunities to automate existing reporting
•Assist in development, implementation and management of the forward looking Supply & Demand resource forecast models for specific TELUS Business products
•Manage and adjust field technician capacity across your region ensuring optimum service levels for fulfillment and assurance activities
•Lead daily, weekly and monthly interlock meetings with NBD Team members ensuring optimal field technician utilization
•Work closely with Finance to ensure interlock between operational plans and financial budgets
•Support continuous improvement programs and initiatives, assist as a prime when needed
•Mentor, coach and develop team members to achieve higher levels of performance and job mastery
•Maintain and update SharePoint forms and reports
•Experience analyzing and solving business problems by developing insightful and practical solutions to complex or unstructured challenges/opportunities Required Skills and Abilities:
•Ability to influence cross functional/departmental teams
•Excellent interpersonal and communications (verbal and written) skills
•Strong delivery and creation of presentations to leaders at all levels within the organization
•Solid understanding of TELUS field operations and planning processes
•Experience analyzing and reporting on performance and financial data
•Experience with data modelling & forecasting would be an asset
•Experience in leading or participating in process improvement teams or self-managed work teams would be an asset
•Previous experience with Tableau would be an asset
•Experience with MS Excel (pivot, vlookup, macros), SharePoint, and other office applications
•Education or equivalent experience with mathematics and statistics would be considered an asset
•Highly developed personal planning and organizational skills: Negotiating, initiating, planning and organizing activities simultaneously within a project as well as with multiple projects in parallel Required Professional Designation/Certification:
•Demonstrated ability to adapt quickly to change and provide change management guidance to others
•Strong analytical, problem identification and problem solving skills
•Strong business process management skills
•Robust relationship builder with a proven track record of establishing and maintaining strategic internal and external partnerships across a geographically diverse team
•Strong customer focus and commitment to service excellence
•Capable and willing learner who proactively researches solutions to business challenges
•Technical/business post-secondary diploma with complementary business experience Required Experience:
•University degree an asset
•2-4 years' experience in a comparable role Who is TELUS?
•Previous experience in an analytical or reporting environment preferred
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.
The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living the TELUS values
and delivering on our Customers First commitments
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.