Manager - Consumer Escalation Intelligence - Broadband Networks (Manager Business Analysis)

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Job Title:
Manager - Consumer Escalation Intelligence - Broadband Networks (Manager Business Analysis)
Consumer Escalation Intelligence - Broadband Networks (Manag
Job Description:
Are you ready to use your business acumen, analytical prowess, and strategic collaboration to drive exceptional experiences for TELUS’ current and potential customers? Join our team Our decade-long and ongoing journey to put our customers first in everything we do has become a hallmark of the TELUS organization and a key differentiator amongst our global peers. As we continue to leverage the tuition value from customer escalations, we have an incredible opportunity to improve experiences for all of our customers going forward. Indeed, our ultimate goal is to support our customers in such a way that we are able to circumvent escalations altogether. While Consumer Escalation Intelligence (CEI) is not a customer facing team, we have a unique opportunity on the team to leverage our position to support those that do. The CEI team is one of the few that has touch points with all major escalation channels across TELUS including Escalation Management team (EMT), Client Resolution Management team (CRMT), Commission for Complaints for Telecommunications-television Services (CCTS), Chief Executive Officer (CEO), and other Executive Escalations, as well as the Social Media Operations team. Here’s the impact you’ll make and what we’ll accomplish together The CEI team contributes to the Likelihood to Recommend (L2R) for our base of 13M consumer customers by harvesting the learnings from our multiple escalation channels, and working collaboratively as a resource to the entire Customer Service Excellence (CSE) organization to drive continuous improvements to the customer experience. Here´s how The Manager for CEI will provide leadership to a diverse team and collaborate with cross-functional teams across the business to support the following key activities: * Provide leadership to the Learning From Every Escalation (LFEE), and CCTS strategic programs to help drive operational improvements across escalation channels to improve customer experience, reduce escalations and help maintain TELUS’ leadership position with the lowest number of customer complaints amongst Canada’s national carriers * Leverage your network with key operational stakeholders at all parts of the customer value chain, and continue to forge new working relationships to better understand and support the business * Challenge the status quo to look for improved processes and tools in support of our customers * Provide valuable analysis and insights to key stakeholder teams * Provide risk analysis of planned changes to help identify challenges before they become escalations * Support escalation governance across CSE and providing a forum for other teams to have a voice for change * Identify and support opportunities to improve the overall customer escalation experience with TELUS * Oversight of the Sales or Support (SOS) program which empowers team members to assist friends and family with unresolved support issues and offer inquiries You’re the missing piece of the puzzle * ‘Customers First’ passion with strong leadership skills, solid understanding of our operational business, and intellectual curiosity to strive to understand and improve things * View each customer escalation as an opportunity to learn and help translate to improved processes and tools to help avoid the same challenges in the future * History of maintaining a high level of performance under varying conditions and time constraints * Proven ability to analyze and identify trend data to establish meaningful insights * Ability to work with operational stakeholder team members to improve their performance through observing, assessing and sharing information about performance expectations * Excellent presentation skills to senior leadership * Strong collaboration and influencing skills across all levels of the organization * Ability to prioritize in a dynamic changing environment * Fast learner with an entrepreneurial spirit and intellectual curiosity * Ability to communicate project details effectively * Related degree/diploma and/or equivalent related experience Great-to-have * Previous related management experience Who is TELUS? 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. **Title:** *Manager - Consumer Escalation Intelligence - Broadband Networks (Manager Business Analysis)* **Location:** *CAN-BC-Vancouver* **Requisition ID:** *PLA03912-19*
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