Business Analyst

Teleperformance; Toronto; On-site; CAD 39,000 - 54,000; Full time

Benefits offered by this job

Competitive salary with incentives

Medical and Dental benefits

Full development plan and training

Job summary

Teleperformance is seeking a Business Analyst to optimize call center operations in Toronto. You will analyze data, identify improvement opportunities, and collaborate with cross-functional teams to implement solutions that boost efficiency and customer satisfaction.

The role emphasizes data-driven decision-making, reporting, and liaison with IT to enhance systems and processes. Strong Excel/SQL and BI tooling proficiency is required.

Qualifications

• Proven experience as a Business Analyst, preferably in 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 BI 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.
• 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 KPIs.
• Acts as liaison between call center and IT team to identify system enhancements and bug fixes.
• Leads small to medium-sized projects from ideation through implementation.

Skills

Business analysis

Analytical thinking

Data interpretation

Communication

Cross-functional collaboration

Tools

Microsoft Excel

SQL

Tableau

Power BI

Job description

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

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.

Salary

• $47,000 annually

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.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.