Job Description

We are seeking a skilled Business Analyst II to join our team, focusing on enhancing the Agent Experience through the optimization of tools and processes. The ideal candidate will conduct in-depth analysis of agent needs, design and deliver medium to very complex projects, and provide cost-effective solutions to improve agent productivity and satisfaction. This role requires a strong understanding of contact center operations, excellent analytical skills, and the ability to translate agent needs into technical requirements.

Specific Responsibilities May Include:

Analyze and optimize agent experience, focusing on tools and systems used in daily operations Conduct needs analysis for medium to very complex projects related to agent workflow and tool usage Design, develop, and deliver solutions to enhance agent productivity and satisfaction Create cost-effective solutions to streamline workflows and improve business performance Develop new tools and processes tailored to agent needs Plan and facilitate discussions, meetings, and working sessions with agents and stakeholders Demonstrate subject matter expertise when presenting to senior leaders Support change management through open and ongoing communication Liaise with team members, agents, team leads, technology partners, and vendors on cross-functional implementation activities Lead process improvement aspects of projects or components of very complex projects Manage project tasks, deliverables, and schedules Oversee process and system changes for agent-focused initiatives, including requirements definition, business case development, risk assessment, and user interface design Conduct testing of new or updated agent tools Perform cost/benefit analysis of agent experience improvements Stay informed about industry trends and technologies that could enhance agent experience and efficiency

Required Experience, Skills & Competencies:

3-5 years of experience in business analysis, preferably focusing on user experience or agent-facing tools Strong understanding of contact center operations and agent workflows Experience with CRM systems, workforce management tools, and other common agent technologies Proficiency in user experience (UX) design principles and practices Strong analytical and problem-solving skills Excellent communication and presentation abilities Proficiency in project management methodologies Experience with data analysis tools and techniques Ability to empathize with agent needs and translate them into technical requirements

Preferred Experience, Skills & Competencies:

Experience in the telecommunications or customer service industry Certification in business analysis (e.g., CBAP, CCBA) Knowledge of Agile methodologies Experience with process improvement techniques (e.g., Six Sigma, Lean) Familiarity with automation tools and AI in customer service environments Experience in change management Advanced proficiency in data visualization tools Knowledge of regulatory compliance in contact center operations

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:We passionately put our customers and communities first We embrace changes and innovate courageously We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.