Business Analyst

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Advertised as :
Business Analyst

Location:

The Well, Downtown Toronto

Reports to:

Business Analyst Manager

Contract:

Regular, Full-time

Travel Requirements:
No

For existing vacancy:
No

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely. We also provide services in 300 languages and dialects.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®;
Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills.
• Progressive work environment
  - If you have skills to prove we have all ladders for you to grow
• Flexible
  - We believe in results
• Innovative
  - All ideas matter
• Inclusive
  - Everyone is Included and everyone wins

• Six Sigma certified (yellow belt minimum, green or black belt preferred)
• Background in a sales support environment, with experience managing KPIs of Sales Representatives and Project Managers
• Proficiency in Excel/Google Sheets, including pivot tables, conditional formatting, vlookups, etc.
• Experience in managing stakeholders, multiple processes, departments, and projects simultaneously
• Experience in statistical analysis
• Hands-on experience with SQL for Data Extraction, Data Manipulation, Data Integration and Performance Optimization
• Proficient in PLX Dashboard (preferred)
• Experience with Time Series Management of Data
• Prior experience in putting together reporting framework and business review presentations from a data perspective
• Experience in managing integrity and accuracy of data sources used regularly to measure bonus/incentives/sales performance
• Experience working in Business Process Outsourcing and is used to a very fast-paced environment
• Ability to meet tight deadlines and comfortable with working beyond regular office hours when necessary

• Preparation of W , M , Q  data points for all departments including QA, Training, Operations, Administration & recruitment
• Trendline and correlation analysis to draw insights and projections/forecasts
• Quartile analysis to aid in tactics and strategies employed for performance management
• Standard deviation analysis and root cause analysis to provide ongoing insights to Operations leadership
• Data Dashboard buildout through Google Data Studio
• Creation of data capture mechanisms through Sheets, Forms or Data Studio
• Launch and implementation of new processes to streamline workflows
• Collaboration with BA team Globally to implement new tools and workflows
• Ensuring proper Data Management on an ongoing basis

• Established career path supported by self assessments, virtual training, guided curriculums that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan Opportunity to grow in organization
• 2 weeks leave and medical benefits
• Continuous learning through progressive training that is specific to your tenure and skills.
• Competitive salary with incentive programs
• Positive and supportive environment
• Medical and Dental benefits,…