Telus

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Winter 2018 CO-OP Student Positions: TELUS CBB

at Telus

Posted: 9/15/2017
Job Status: Full Time
Job Reference #: ROL02969-17
Categories: Other/General
Keywords: online

Job Description

Winter 2018 CO-OP/Student 12 Positions: TELUS Consumer & Small Business Solutions/Partner Solutions/Business Solutions/Broadband

TELUS is a great place to work. You can see it in our team members. The diversity of the TELUS team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative internet, voice, data and wireless products and solutions we offer.

Our team members include people like you - enthusiastic, innovative, passionate and energetic. We believe that you'll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding. Join our team and make your future friendly too.

This is your chance to shine!

You will be a part of a customer facing business unit that includes the following broad areas: Marketing, Products & Services, Channels (Sales), Business Sales, Client Services and Client Operations, IT Services. Through this business unit you will gain exposure to a wide range of Customer telecommunication products and services.

TELUS is currently looking for the best and brightest university students to join our exciting and rigorous co-op program. This is an excellent way for you & TELUS to explore long-term fit for our permanent positions as a new grad.

Your winter 2018 co-op/student program is an exciting and rigorous 4 or 8 month program available to both undergraduate and recent graduate students. Several roles are available in various locations nationally (see descriptions below). Fit will be determined based on a combination of your strengths, personal interest and also business need.

Business Analyst I Executive Client Relations (Burnaby, BC 8 months one position)

What we give to you:

  • On the job-training and experience of client management, communications/writing and strategic negotiation skills through Executive Escalations and via mentoring by an ECR Advisor
  • Get a view into TELUS operations, processes, products and services
  • Gain insights into process and system improvements through root cause analysis

What you bring to the role:

  • Strong business acumen, strong client management/service skills, problem solvers, leaders, team leadership, strong negotiation skills, teamwork, passion for customer service

Predictive Modeling & Big Data Analytics (Toronto, ON 8 months one positions)

What we give to you:

  • Perform Profiling/Analysis/Basic Segmentation for various portfolios (adhoc projects) across Wireless & Wireline
  • Conduct Campaign Pre and Post analysis
  • Develop Customer & Profiling Dashboards in Tableau
  • Assist in Big Data PoC/Project implementation

What you bring to the role:

  • Mathematics/Statistic Major
  • any Marketing Analytics program
  • Schools: Schulich (MA.MBA program), Queens (MA.MBA program), UoT, Waterloo, Ryerson, Brock
  • Undergrad & Post-grad
  • Basic understanding of programming languagesSAS Experience as asset

Business Analyst I Learning From Every Escalation (LFEE) (Vancouver or Burnaby, BC 8 months one position)

What we give to you:

The Learning From Every Escalation (LFEE) program is a strategic initiative that generates important business intelligence for our executive leadership team on how to improve our customer experience in targeted areas of focus.

You will be working closely with the program manager and stakeholders as a key resource in the development of reporting and analysis for the program.

You'll be collaborating with program stakeholders from across TELUS to gather data and information required for the creation of program reporting.

What you bring to the role:

  • Self-driven with a keen eye for detail
  • Knowledge of business and data analytics
  • Advanced knowledge of Microsoft Office and Google Suite
  • Strong written communications and presentation skills
  • Positive, enthusiastic attitude and an open and creative mind

Additional skills that would be considered an asset:

  • Experience with Tableau, Salesforce or Domo applications
  • Programming in SQL
  • Project management methodology and agile best practices

Business Analyst I Digital Adoption/MOB & Home (Burnaby, BC 8 months one position)

What we give to you:

This role will be instrumental in supporting two of our largest operational and strategic priorities: Digital Adoption and Mobile and Home – it will enhance the individual's ability to analyze data and garner insights from call listening, and then provide consultation experience as it relates to driving operational and strategic improvements for TELUS. This role will involve interacting with senior leaders and harness the individual's ability to create business cases and manage small projects.

Supporting our national strategy for Mobile and Home, Unified Desktop and Leads:

  • Call listening to support with the adoption of Unified Desktop and account linking by providing insights to Team Managers and Program Managers
  • Evaluating results via quintile analysis
  • Providing recommendations for improvements to increase linking of accounts and leads
  • Focus on national outliers leveraging team members with the top performance and leverage those best practices to engrain into the rest of the organization

Supporting our Digital strategy through:

  • Increasing and measuring agent offer and customer accept rates for TELUS My Account via call listening
  • Providing recommendations for improvements to increase agent offer and customer accept rates via call listening
  • Focus on national outliers leveraging of % of calls leading to login as an indicator for focus
  • Support team members with app walkthroughs and overcoming hesitations at an agent one on one level

What you bring to the role:

  • Analytical, Communication, Presentation, and Project Management
  • Proficiency in Microsoft Office is an asset

Coaching Sustainment Business Analyst (Barrie, ON 4 months one position)

What we give to you:

This is your opportunity to help transform, sustain and support a best in class coaching methodology within a high performance coaching culture organization. As a member of the Coaching Sustainment team within Customer Experience Enablement, you will work hand-in-hand with various lines of business and key operational stakeholders around the globe, you will play an instrumental role in the team's digital curation process of preserving electronic coaching materials. This team is also responsible for overseeing the governance, compliance, maintenance and ongoing architect of a digital library.

You will have the opportunity to deliver on a vision, performance and business analysis, business requirement leadership and process excellence play an important role in TELUS's goal of becoming the #1 recommended service provider in Canada

  • Team support
    • Maintain open and ongoing communication to support change management with your stakeholders, both virtually and in-person
    • Provide reporting on CSR and Voice of the Customer results, linking results to coaching, and providing recommendations to improve performance
    • Develop and implement action plans to support stakeholders based on observation and analysis to support quality and coaching initiatives
    • Assist with various training planning and facilitation activities including logistics, design and execution
  • System & Process support
    • Support coaching Best Practice development through an established governance process with submissions to the Best Practice Library
    • Develop new tools and processes for the quality and coaching programs
    • Reviewing internal interactions, scrubbing privacy details, uploading content to an online library, cataloging interactions based on a set criteria,
    • Updating interaction library records to include a descriptive element to assist users in identifying relevant coaching resources
    • Assist with digital curation, preserving electronic coaching materials by migrating data from an older to newer formats
  • Call listening for specific quality purposes
    • Develop and implement process improvement projects for quality and coaching programs, including:
      • Business case
      • Risk assessment/mitigation
      • Communication strategy
      • Process development
      • Logistics and timelines
      • Measures of success and testing
    • Successfully liaise with the team, stakeholders, other business units, external partners and/or vendors on cross-functional initiatives

What you bring to the role:

  • Self-starter
  • Ability to manage ambiguity successfully
  • Strong relationship building and collaboration skills
  • Excellent communication skills
  • Strong analytical and critical thinking skills
  • Demonstrated project management skills to coordinate and deliver initiatives in a dynamic environment amid conflicting and changing client needs, time constraints, strict deadlines and process changes
  • Strong problem solving skills
  • Reporting and analytics experience
  • Proficiency with MS Office suite (Excel, PowerPoint, etc.) and Google suite (Docs, Drive, etc.)


Qualifications

Business Analyst I Customer Experience Enablement (Burnaby, BC 8 months one position)

What we give to you:

  • Manage business readiness for Go to Market initiatives
  • Work closely with Marketing/Product Development/Content/Digital teams in assessing impacts of offer and service changes, coordinating deployment of initiatives to TELUS' frontlines through other work streams and providing post-launch feedback & support
  • Support short-term projects for Home Consumer products and services
  • Cross-functional coordination of customer-impacting changes for the frontline sales and support teams
  • Provide team members with transparent information, tools, and the autonomy required to effectively do their job and understand the value it brings to TELUS overall

What you bring to the role:

  • Excellent writing and communication skills
  • Analytical and Critical Thinking skills
  • Project management knowledge and experience is a strong asset
  • Tools:
    • Google productivity apps
    • MS apps (Outlook, Word, PowerPoint, Excel)

Business Analyst Sales or Support (SOS) Program (Vancouver or Burnaby, BC 8 months one position)

What we give to you:

Working closely with the Program Manager, this role will support a key customer experience program:

The Sales or Support (SOS) program is an internal advocacy program that empowers all team members to take ownership of the TELUS experience of their friends & family. Through an easy to use online tool TELUS team members are able to escalate service issues, and fast-track sales leads.

Your responsibilities will include dashboard administration, survey administration, project management and communications. You will collaborate with stakeholders in both consumer & business to drive operational excellence & process improvements.

What you bring to the role:

  • Communication Skills
    • Advanced deck building and PowerPoint Skills
    • Strong written and oral communication skills
  • Analysis Skills
    • Advanced knowledge of Excel with the ability to manipulate large volumes of data
  • Project Management
    • Comfortable leading projects independently
    • Juggle multiple deliverables with competing deadlines
  • Stakeholder Engagement
    • Collaborate with various program stakeholders
  • Data Analysis
    • Derive insights from large volumes of data

Business Analyst I CEE Tech (Montreal or Edmonton or Calgary 8 months one position)

What we give to you:

  • Extract relevant data from multiple databases, and analyses the data set to identify patterns or correlations
  • Analyses existing processes and suggest improvements driven by the outcome of the data analysis
  • Monitor and report on the outcome of the process improvement

What you bring to the role:

  • SQL (Advance)
  • Data Analysis (Advance)
  • Excel (Advance)
  • Visio or Eclipse (Intermediate)
  • Process Mapping (intermediate)
  • Oracle (Nice to have)
  • Java/Groovy (Nice to have)

Quality Assurance Analyst (Vancouver, BC Calgary, AB or Toronto, ON 4 months one position)

What we give to you:

Operating within the technology and automation team, the Quality Assurance Analyst will help the Broadband Networks team ensure top quality address level data. Providing QA services across multiple systems verifying alignment in data and accuracy. The QA Analyst will also troubleshoot issues and work with various teams to resolve.

  • QA network and address data to ensure they are enabled correctly in internal systems
  • Analyze address inventory data to troubleshoot issues
  • Coordinate with peers and key business stakeholders to problem solve solutions
  • Develop document templates for test plans and set standards for QA testing
  • Recommend opportunities for test automation
  • Recommend and define processes to improve data quality

What you bring to the role:

  • Detail oriented, accurate and organized
  • Analytical mindset and enjoys working with data
  • Computer savvy with an interest to learning new systems
  • Ability to work independently, as well as in a team environment
  • Experience with databases and SQL an asset
  • Familiarity with GIS an asset
  • Excellent verbal and written communications skills

Business Analyst I Falcon Customer Operations (Calgary, AB 4 months one position)

What we give to you:

Project Falcon is TELUS' corporate program focused on expanding our GPON/fibre optic footprint to FFH Consumer, Small business and Hospitality customers. The Falcon Customer Operations (FCO) team has program responsibility for the end to end completion of customer migrations from cable to fibre services. This migration includes supporting customer communications, marketing strategies and collecting program results.

In this position, you will support overall customer experience, the promotion of our migration activities directly to customers and all faucets of tracking the customer journey from build to sale and install of services on our fibre network. The successful candidate will need to be at a proven level in communication skills with respect to engaging customers and members of the project team. Management of deliverables and the opportunity to quickly identify opportunities for improvements are required for upholding the project schedule. 

Come join the FCO team. We are a fun, fast-paced, and dynamic team that really makes things happen!

  • Develop go-to market material for migration program in conjunction with project teams, highlighting the value & importance of migrating to fibre
  • Work with creative teams to execute on communications which advise customers on key milestones and incentives to switch to fibre
  • Ensure migration orders are being processed in a timely efficient manner, managing channel execution teams to ensure strategy is property communicated to end customers
  • Build and maintain strong relationships with multiple stakeholders
  • Lead ad-hoc project tracking and reporting tasks which track the customer journey
  • Identify, plan and execute key process improvements to enhance the customer experience and improve end-to-end operational efficiency

What you bring to the role:

  • Excellent interpersonal and communication skills including presentation, written & verbal
  • Strong business acumen and strategic thinking
  • Strong analytical and problem solving skills
  • Demonstrated ability to inform and influence challenging customer groups
  • Excellent planning and time management skills, with the ability to prioritize and multi-task in a rapidly changing environment to meet business needs
  • Strong command of English, both spoken and written
  • Ability to plan, organize and prioritize own time while accomplishing tasks in an efficient manners

Marketing Specialist (Vancouver, BC or Edmonton or Calgary, AB 8 months one position)

What we give to you:

Opportunity to work with a dynamic, engaged team focused on deepening TELUS' market share in a key vertical. You will be a part of marketing and sales enablement initiatives focused on improving lead generation and will have the opportunity to work closely with both marketing and sales professionals, giving you an chance to help deliver important initiatives and to experience an integrated business development organization.

What you bring to the role:

  • Strong communication skills – oral and written
  • Ability to organize information in a logical manner
  • Creative problem solver
  • Comfort with Microsoft suite of products

Business Analyst Customer Experience Enablement – Contact Center Readiness (Toronto, ON 8 months one position)

What we give you:
  • Provide business readiness support to Customer Experience team members by partnering with various TELUS teams to successfully implement key Marketing or System initiatives

  • Responsible for developing efficient and effective deployment strategies with a positive Customer Experience

What you bring to the role:

  • Analytical business acumen to think and operate both strategically and tactically

  • Communication skills both verbal and written, including developing presentations and speaking to groups in formal and informal settings

  • Project management, process design and change management skills

  • Excellent PC skills including: Advanced MS Word skills (E.G Building templates) MS Excel, and MS PowerPoint

  • Think clearly and thrive under demanding, high-pressure circumstances

  • Work independently, establish a daily schedule and successfully deliver on objectives under tight timelines

  • Pro-actively engage stakeholders to resolve critical business issues

  • Apply "big picture" thinking when asked to resolve business issue

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.