Business Analyst

About the Job

The Business Analyst plays a critical role inoptimizingcall center operations. This roleis responsible foranalyzing data,identifyingopportunities for improvement, and collaborating with cross-functional teams to implement solutions that enhance operational efficiency and customer satisfaction.

Responsibilities

Data Analysis

• Collects, analyzes, and interprets call center data, including call volume, average handle time, and customer satisfaction scores.

• Identifiestrends, root causes of issues, and areas for performance and process improvement.

• Ensures data accuracy and consistency to support informed decision-making.

Process Improvement

• Works closely with call center managers and agents to document and map current workflows.

• Identifiesprocess gaps and operational bottlenecksimpactingefficiency and customer experience.

• Develops and recommends strategies to streamline processes and reduce operational costs.

Performance Reporting

• Creates,maintains, and presents regular reports and dashboards for leadership.

• Providesactionable insights and clear recommendations to improve key performance indicators (KPIs).

• Supports leadership with data-driven analysis to guide operational and strategic decisions.

Technology & Systems

• Acts as a liaison between the call center and the IT team.

• Identifiessystem enhancements, new software requirements, and bug fixes to improve agent productivity and data accuracy.

• Supports testing, validation, and implementation of system changes.

Project Management

• Leads small to medium-sized projects from ideation through implementation.

• Ensuressolutions are delivered smoothly, on time, and aligned with businessobjectives.

• Coordinates with stakeholders to manage requirements, timelines, and outcomes.

Preferred Skills

• Proven experience as a Business Analyst, preferably within a call center or customer service environment.

• Strong analytical and problem-solving skills with high attention to detail.

• Proficiencyin data analysis tools such as Microsoft Excel, SQL, and business intelligence platforms including Tableau or Power BI.

• Excellent verbal and written communication skills with the ability to present complex data clearly and concisely.

• Strong collaboration skills with the ability to work effectively with cross-functional teams.

Critical Competencies

• Solves Problems

• Communicates Effectively

• Demonstrates Analytical Thinking

• Collaborates Across Teams

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.

• Robust career path with a full development plan and the opportunity to grow in the organization.

• Paid5weeks trainingand nesting,4 weeks ticketing,2 weeks annual leave.

• 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, Employee Family Assistance Programs, Rewards & Recognition programs.

Location

• Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited toparticipatein the selection process, we are committed toaccommodatingyou to best meet your needs.