Business Analyst

Join Teleperformance – Where Excellence Meets Opportunity!
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.

Why Choose Teleperformance?
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.

Become Part of an Exceptional Team!
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.

Job Description
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

About Us
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.

Our Work Culture
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

Job Requirements:

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

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

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

Benefits & Perks

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,…