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 WBR, MBR, QBR 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, Employee Family Assistance Programs, Rewards & Recognitions programs.

Salary

• $54,500 annually

Schedule

• Fixed schedule Monday to Friday 9:00 am to 6:00 pm

Location

• Candidates are advised to be within travel distance from our primary location: The Well, Downtown Toronto.

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job-related qualifications and do not replace human judgment or decision-making.

Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.

Teleperformance welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you 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.