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Senior Business Analyst - National Security Enablement


Vancouver, British Columbia, CA Calgary, AB, CA Montreal, Quebec, CA Toronto, ON, CA

Req ID:  19085
Jobs by Category:  Security & Automation
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular



Join Our Team:

Passionate about providing great customer and team member experiences while collaborating with amazing high performing dedicated team members?  Then check out this post as we’re looking for a dynamic team player to join our TELUS Smart Security and Automation team in the role of a Team Manager - Workforce Management.

Position Overview:

Reporting to the Manager - Business Analysis Workforce Management IVR and Routing in the TELUS Smart Security and Automation team, the successful candidate will be accountable for supporting a group of dedicated passionate high performing team members who are responsible for the real time management of our call center operations. 
Our extended team is responsible for; forecasting, scheduling,administrators, IVR & Routing technologist and support a number of frontline department teams serving our customers across Canada. 


In this role you will be responsible for: 

•    Leading the workforce management team who are responsible for real time monitoring, queue optimization and performance improvement to meet KPI’s
•    Mentoring, coaching and developing team members to achieve success in their goals and business objectives
•    Identify, plan and execute key operational improvements to enhance customer experience.
•    Develop and maintain strong partnerships across multiple stakeholder teams to promote and provide workforce management
•    Collaborating with stakeholders, senior leadership and partner teams to understand requirements, business challenges and provide recommendations &/or information for strategic discussions
•    Analyze and provide status reports to leaders on various initiatives and tasks
•    Evaluating WFM project impacts, priorities and assignment of tasks
•    Driving improvements, automation and optimization of processes and tasks




Required skills & abilities


•    Call Centre & Workforce Management related experience
•    Proven analytical and creative problem solving abilities
•    Effective at managing and meeting deadlines for multiple tasks and priorities of varying complexity
•    Experience in and thrive under the nature of a contact centre environment and can pivot, re-prioritize and adapt quickly.
•    Sets high personal standards and lead by example
•    Ability to communicate complex ideas to a variety of audiences such as; partner teams, stakeholders, leaders and agents
•    G Suite and Microsoft Office (Excel, outlook) tools



•    Bilingual English & French
•    Proficiency in IEX/Genesys/Avaya 



A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here. 

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





Security & Automation

We’re looking for talented sales professionals, solution designers, security technicians and customer support specialists with proven experience in commercial security and automation to join our team.

We are honoured to be recognized

Team TELUS at a glance

Days volunteered in our communities

Billion contributed to charitable and community organizations since 2000

Million customer connections


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.