Telus Senior Business Analyst - Client Experience Strategic Forecasting & Planning in BC, Canada

Position Overview:

Reporting to the Manager, Business Analysis in the Client Experience Strategic Forecasting & Planning team, the successful candidate will apply their experience in forecasting and analytics to lead informed decision making by providing actionable customer and business insights through analysis and building statistical models focused on improving client experience and business performance.

Other responsibilities include taking a leadership role in compiling complex information into actionable insight to enable improvements to forecasting effectiveness. In addition, this team member will act as the top technical coach/expert within the team and providing mentoring Junior Analysts. The Senior Business Analyst is able to tell the story effectively and influence how TELUS approaches their business challenges and opportunities.


  • Mentor, help coach and provide expert technical guidance and leadership to a team of Business Analyst in the development of forecasts for different queues, playing a consultative role in aspects related to Supply and Demand

  • Ability to analyze call centre operational metrics and communicate findings and strategy to the Client Experience Senior Leadership Team

  • Coordinate different projects with stakeholders across the organization

  • Identify and communicate areas for continual improvement of service levels and accuracy, recommending and initiating process improvements necessary to attain expected targets

  • Assist in cultivating a fact-based-data-driven decision making culture and implement the best-in-class end-to-end modeling/analytical process to gain operational efficiency

  • Work collaboratively with internal stakeholders to understand and break down complex business issues into manageable pieces in order to develop analytical blueprints to develop recommendations aligned with the big picture solution

  • Synthesize analytical and modeling findings/insights, and ensure it is clearly communicated to stakeholders in business context in order to be able to solve customer/business issues and objectives

Required Knowledge:

  • Knowledge and experience in a workforce management environment

  • Strong knowledge of call centre metrics

  • Knowledge of supply and demand forecasting methodologies

  • Expert knowledge and experience working with advanced predictive modeling/data mining and statistical/operational techniques

Required Skills & Abilities:

  • Proven experience influencing, building relationships, communicating (verbal and written) with internal and external stakeholders and senior management

  • Ability to understand and integrate all internal and external drivers (i.e. finance, economics, operations, etc.) that impact problem solving and decision making

  • Ability to prioritize tasks from multiple stakeholders and meet deadlines with quality deliverables

  • Ability to translate business issues into analytical/modelling/operations research project blueprint

  • Develop the solution and recommendation

  • Communicate back the finding and recommendations to business stakeholders in plain business language

  • Strong analytical abilities to provide develop strategies based on historical and current data

  • Advanced Microsoft Office ability (especially MS Excel)

  • Proven ability to manage processes

  • Demonstrated leadership skills

  • Ability to build a high performance environment, motivate and influence team members to exceed performance initiatives, and possess an understanding of the business and financial elements of a large operation

  • Demonstrated ability to work with peers in a cross-functional setting

  • Highly motivated, creative, self-sufficient with ability to work successfully under pressure

  • Passion for excellence

  • Strong work ethic and solutions-oriented

  • Fast learner with an entrepreneurial spirit

  • Creativity and problem solving ability to overcome unexpected obstacles

  • Ability to drive self-directed initiatives

  • Proactively identify when it's necessary to take certain steps and move ahead with confidence

  • The ability to build a collaborative environment that utilizes the fair process

  • Approach to solution building with team and partners

  • Experience with SQL an asset

  • Experience using SAS, ANAPLAN or other forecasting tools

Required Professional Designation/Certification:

  • University degree and/or 7-10 years equivalent combination of experience and education

  • MBA or MBSc is an asset

Required Experience:

  • Experience in driving enterprise-wide programs

  • Experience in a senior leadership role, leading process improvement teams or self-managed work team

  • Experience working in fast paced continually changing environments

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.

The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team. And we do so by living theTELUS valuesand delivering on ourCustomers First commitments.

Do you share our passion?

At TELUS,youcreate future friendly® possibilities.

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

Title: Senior Business Analyst - Client Experience Strategic Forecasting & Planning

Location: CAN-BC-Burnaby

Requisition ID: PLA02856-16

Other Locations: CA-AB-Calgary, CA-ON-Scarborough