Ecommerce Analyst

About the role

TELUS Digital seeks individuals who are passionate about enabling customer experience innovation through spirited teamwork, agile thinking, and a caring culture that prioritizes customer needs. As part of TELUS Corporation, a major telecommunications service provider in Canada, we deliver contact center and business process outsourcing (BPO) solutions to global corporations across various sectors including consumer electronics, finance, telecommunications, and utilities.

Responsibilities

• Develop and implement customer-centric strategies to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to design and execute innovative customer experiences.
• Utilize data analytics to inform and improve customer interactions and outcomes.
• Manage and mentor a team of customer service representatives to ensure high-quality service delivery.
• Stay updated with industry trends and best practices to continuously improve processes and services.

Requirements

• Bachelor’s degree in Business Administration, Communications, Psychology, or a related field.
• Minimum 5 years of experience in customer service, operations management, or a related field.
• Proven ability to manage and motivate a team.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Experience with CRM systems and customer relationship management tools.

Qualifications

• Fluency in English.
• Knowledge of customer journey mapping and experience design.
• Experience with AI and machine learning technologies.
• Ability to work independently and as part of a team.

Skills

• Customer service and support skills.
• Strategic planning and execution skills.
• Data analysis and interpretation skills.
• Team leadership and management skills.
• Technical proficiency with CRM and customer relationship management tools.

Benefits

• Competitive compensation package.
• Flexible working hours and remote work options.
• Professional development opportunities.
• Health and wellness benefits.
• Employee recognition and rewards program.

Pay

Compensation is commensurate with experience and qualifications.

Schedule

Full-time position available.

Equal Opportunity Employer

At TELUS Digital, we are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We strive to provide equal opportunities for all employees regardless of race, gender, age, sexual orientation, religion, or disability.