Business Analyst

Teleperformance

27d

About The Position

The Business Analyst plays a critical role in optimizing call center operations. This role is responsible for analyzing data, identifying opportunities for improvement, and collaborating with cross-functional teams to implement solutions that enhance operational efficiency and customer satisfaction.

Requirements

• 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.
• Proficiency in 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.

Responsibilities

• Collects, analyzes, and interprets call center data, including call volume, average handle time, and customer satisfaction scores.
• Identifies trends, root causes of issues, and areas for performance and process improvement.
• Ensures data accuracy and consistency to support informed decision-making.
• Works closely with call center managers and agents to document and map current workflows.
• Identifies process gaps and operational bottlenecks impacting efficiency and customer experience.
• Develops and recommends strategies to streamline processes and reduce operational costs.
• Creates, maintains, and presents regular reports and dashboards for leadership.
• Provides actionable insights and clear recommendations to improve key performance indicators (KPIs).
• Supports leadership with data-driven analysis to guide operational and strategic decisions.
• Acts as a liaison between the call center and the IT team.
• Identifies system enhancements, new software requirements, and bug fixes to improve agent productivity and data accuracy.
• Supports testing, validation, and implementation of system changes.
• Leads small to medium-sized projects from ideation through implementation.
• Ensures solutions are delivered smoothly, on time, and aligned with business objectives.
• Coordinates with stakeholders to manage requirements, timelines, and outcomes.

Benefits

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan and the opportunity to grow in the organization.
• Paid 5 weeks training and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees