Business Analyst

TP Canada; Toronto; On-site; CAD 58,393 - 71,369; Full time

Benefits offered by this job

Paid training

Career growth opportunities

Medical and Dental benefits

Employee assistance programs

Job summary

TP Canada is seeking a Business Analyst to optimize call center operations in Toronto. Key responsibilities include data analysis, process improvement, and leading projects to enhance efficiency and customer satisfaction.

The ideal candidate has experience as a Business Analyst, strong analytical skills, and proficiency in data analysis tools such as SQL and Tableau. The position offers a competitive salary, medical benefits, and career development opportunities.

Qualifications

• Proven experience as a Business Analyst in a call center or customer service.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication skills.

Responsibilities

• Collect, analyze, and interpret call center data to identify trends.
• Document and map current workflows to identify operational bottlenecks.
• Create and present regular performance reports for leadership.
• Act as a liaison between the call center and the IT team.
• Lead small to medium-sized projects from ideation to implementation.

Skills

Analytical skills

Communication skills

Proficiency in Excel

Problem-solving

Team collaboration

Tools

SQL

Tableau

Power BI

Job description

About the Job

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.

Responsibilities

• Data Analysis: 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.
• Process Improvement: 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.
• Performance Reporting: 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.
• Technology & Systems: 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.
• Project Management: 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.

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.
• 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.

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 that allow for vertical and horizontal growth through 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 specific to tenure and skill.
• Competitive salary with incentive programs.
• Positive and supportive environment.
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Salary & Location

Salary: $47,000 annually.

Location: Candidates are advised to be within travel distance from our primary locations: Yonge‑Eglinton Midtown Toronto.

EEO & Accommodation

Teleperformance welcomes and encourages applications from people with Disabilities. If you have questions or need an accommodation for any disability during this application, we are committed to accommodating you to best meet your needs.

Teleperformance is an Equal Opportunity Employer.