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Ciudad de Guatemala, Departamento de Guatemala, Guatemala
Onsite
Work style: On-site
Modality: Full-time
Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
Own the financial validation layer for the CX AI program: translate operational KPIs into verified financial impact, stress-test assumptions before they reach pricing or leadership, and act as the single point of accountability for how program benefit numbers are calculated and reconciled.
Validate the financial assumptions and benefit calculations behind CX AI initiatives (Sanas, Agent Trainer, and others) using WFM and finance data.
Own the methodology for converting operational KPIs (automation hours, AHT reduction, containment, CSAT lift, attrition improvement) into financial value, and apply it consistently across initiatives.
Stress-test business case assumptions before they are presented to clients, Rob's pricing team, or leadership.
Act as the dedicated financial interlock with Rob and the pricing team: feed validated assumptions into pricing models rather than owning the pricing model itself.
Identify and flag double-counting or overlap risk where a benefit could be claimed across more than one KPI line or account.
Support monthly reporting of validated net benefit for Ops Transformation leadership and SLT visibility.
Escalate to Beyhan when there is disagreement on whether a claimed outcome is financially valid.
Finance / FP&A analytics background: comfortable building and validating financial models, ROI calculations, and benefit tracking.
Ability to translate operational metrics (AHT, CSAT, containment, attrition) into financial terms.
Financial and Statistical knowledge
Knowledge of operations (call center) management metrics Operation: SHRINKAGE , AHT, Occupancy
WFM (Workforce Management) analytics experience, ideally in a BPO or contact center environment.
Prior exposure to pricing models or commercial/contract structures.
Experience with business case development and stakeholder-facing reporting.
Comfortable working cross-functionally with Ops, Pricing, and Product/Partnership teams.