Role: Partner Relations Specialist
Work Location: Noida / Bangalore
Shift Timings: US Shift Time (6:30 pm / 7:30 pm IST Onwards)
Note: Exposure to Future Friendly Home or Smart Home Services background of TELUS is mandatory for the role
Job Description:
Position Overview:
As a Partner Relations Specialist, the main responsibility will be to drive global performance excellence and alignment on priorities as part of our Technical Support Premium Solutions Organization. You will be responsible for simplifying technical support processes for FFH and Smart Home Technical Support. This includes issue identification, development of business cases, process design or redesign, execution, and benefit tracking.
Key Responsibilities:
- Monitor key performance indicators related to technical support performance
- Analyze call center data to identify patterns and trends in repeat drivers and AHT outliers, and develop actionable insights
- Conduct in-depth investigations into the root causes of repeat drivers and AHT outliers
- Collaborate with Operations leaders to understand operational challenges
- Design and propose simplified processes
- Coordinate with enablement leaders to develop training materials that enhance agent performance
- Leverage current technologies to develop proof-of-concept ideas that drive operational improvements
- Hosting/co-hosting interlock and call listening meetings with Technical Support leaders
Core Competencies:
- Highly organized team player, open to learning new skills and learning from mistakes
- Strong technical support knowledge in at least one line of business
Leadership Competencies:
- Ability to act as a trusted adviser and influence decisions using solid business knowledge and clear communication of expected outcomes
Functional Competencies:
- Strong knowledge of technical support and frontline agent tools
- Proficient data analytics skills including strong knowledge of Google Suite applications (e.g. Sheets) and Microsoft Office (e.g. Excel)
- Ability to decompose complex problems and design simplified solutions
- Ability to use technology to learn and adapt quickly
Qualifications:
- 2+ years of experience in FFH or SHS Technical support
- Proficient oral and written English skills required
