General Administration Analyst

Description

Overview: Provides comprehensive administrative support to the account by coordinating with internal departments such as Customer Experience, Learning Services, Human Resources, and Workforce. Ensures timely resolution of administrative concerns and inquiries through accurate collection and communication of information between relevant units. Supports Operations Management in implementing account initiatives by addressing administrative requirements and ensuring accountability. Additionally, assists all associates within the account with their administrative needs to promote efficient operations and effective information flow.

• Coordinates with Operations Management to address the administrative needs and goals of the account.
• Provides comprehensive administrative support to ensure optimal performance and service levels, including monitoring metrics such as attendance and attrition.
• Updates and organizes program files, consolidates team reports, and generates account performance reports.
• Maintains and organizes internal reports for easy access.
• Manages the account’s communication and bulletin boards, posting updates such as incentive winners, exemplary performers, promotions, and new hires.
• Serves as the primary HR representative for the account, coordinating with HR departments (e.g., Compensation and Benefits, Employee Relations, Recruitment) on employee-related concerns, disputes, and hearings.
• Secures confidential records, transmits important documents, and submits HR-related inquiries, disputes, and grievances for prompt resolution.
• Provides updates and information on upcoming account events.
• Attends regular HR meetings to gather and disseminate important updates to the account.
• Collaborates with other Program Coordinators to share information and address common account concerns.
• Updates performance bonus data and templates by gathering information from the intranet to ensure real-time visibility of account and individual performance metrics.
• Assists Team Leaders in compiling team and individual performance metrics.
• Ensures the availability of office supplies and materials by monitoring inventory, forecasting needs, and processing requisitions.
• Supports floor operations and queue management by monitoring call volumes and coordinating with WFM and Command Center teams to improve productivity and service levels.
• Coordinates with Workforce personnel on schedule changes, attendance, attrition, and leave utilization, ensuring all related documentation and databases are updated.
• Assists in Customer Experience and Learning Services initiatives by coordinating with relevant departments to secure necessary resources such as equipment and room reservations.

Minimum requirements for internal applicants:

• Must be a regular and active team member of TELUS Digital South Africa.
• Must have no active disciplinary sanctions in the past twelve (12) months at the time of application.
• For Lateral Movement
• • Must have a minimum of six (6) months of continuous tenure in the current role.
    • Scorecard Rating Criteria:
    • • Application for the same role: Must have achieved an “Developing” rating or higher, with a six (6)-month average on the performance scorecard.
        • Application for a different role, same job level: Must have achieved an “Achieving” rating or higher, with a six (6)-month average on the performance scorecard.
• For Promotion Movement
• • For agent-to-Operations Support applications:
    • • Must have a minimum of one (1) year of tenure in the current role.
        • Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard.
        • Certificate of Completion in Leadership 101 & Explore course in MyGrowth.
    • For Support to Promotions roles:
    • • Must have a minimum of one (1) year of tenure in the current role.
        • Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & "Achieving" Annual Rating in the last performance review.
        • Certificate of Completion in Leadership 101 & Explore course in MyGrowth.
    • Managers and above applications:
    • • Must have a minimum of one (1) year of tenure in the current role.
        • Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & "Achieving" Annual Rating in the last performance review.

Important reminders:

• All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved

For inquiries, email us at ta_corporate_za@telusinternational.com.

For more internal opportunities, visit workday careers here.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.