Overview
About Us
Teleperformance 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 Teleperformance, 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
- Innovative - All ideas matters
- Inclusive - Everyone is Included and everyone wins
- We work hard and party even harder.
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.
Schedule
- Fixed schedule Monday to Friday 9am to 6pm
- Temporary Hybrid working model
Location
Candidates are advised to be within travel distance from our primary location Yonge & Eglinton
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.
Qualifications
- 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 Optimisation
- 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
Responsibilities
- 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
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