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Company Overview

Established in 1978, Teleperformance is the global expert in contact center management, creating more value through a better customer experience. Our core business spans the full spectrum of CRM/BPO contact center solutions.

Through relentless innovation, our mission is to extend our leadership by setting the highest standards in how we serve and support our employees, our clients and their customers, our shareholders and the communities where we live. And in so doing, lead the transformation of the contact center industry from a commoditized necessity to one of great strategic value for our clients.

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Job Overview
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Job Description

The Business Intelligence Analyst will lead the development and implementation of standard reporting processes for the NAFTA region and benchmarking against competition to support Business Development and Senior Management in making data-driven decisions.

The Business Intelligence Analyst will work with VP Global BI and key stakeholders to determine key information/metrics needs, establish systematic reporting processes working with other cross functional areas and SMEs, consolidate key internal information to generate periodic reports to management and analyze possible trends/opportunities/threats.

These reports include but are not limited to:  vertical analysis and benchmarking vs. competition, LOB performance analysis, market performance analysis, wins and losses reports, client performance analysis and data mining.

Interaction with business owners to identify business requirements, document reporting and analytical requirements, and to collaborate with IT/finance/operations to create and maintain the reports.  He/she will leverage information gathered by TP’s Business Intelligence team on markets, competition and accounts to support internal analysis of our business.

The Business Intelligence Analyst will champion the use of BI across the company and drive the creation of a culture using data for decision-making.



Job Requirements

  • Identify key information/data and performance indicators needed and the documentation of their supporting business requirements, data models, calculation rules and sources of each data point.

 

  • Develop a strong working relationship with internal SMEs who own information related to operations, clients, financials, other in order to establish a systematic process to gather information needed to support reporting requirements, while meeting cost, quality/accuracy and deadline guidelines.

  • Design of key BI reports & dashboards, scorecards, charts / graphs, drill-down and dynamic reports to meet company business needs

  • Produce charts, tables and graphs to support business development and management reporting requirements.

  • Provide recommendations based on the analysis of the various reports/dashboards he/she will produce and manage

  • Support ad hoc projects and requests including annual business plan development processes, benchmark survey and others.

  • Support BI ad hoc projects

  • Provide strategic input to improve Teleperformance BI practice both internally and externally (market/competition)

 

Required Experience

  • Bachelor's degree in Mathematics, Applied Math or a Quantitative Science,  Finance, Engineering, Business or Information Technology-related field.  BPO, Contact Center or Accounts Receivable industry preferred.  MBA preferred.

  • At least 3 years of experience in a Business Analysis/Intelligence related role.

  • Experience with leading initiatives beginning with high level business data and requirements through successful completion of analysis and associated decision-making.

  • Sound understanding of Business Intelligence concepts, data warehousing and solutions and prior implementation experience using BI tools to successfully solve real-world business problems. considerable statistics expertise is preferred.

  • Must be highly proficient with Excel, PowerPoint and Word. 

  • Knowledge of Salesforce.com is preferred 

  • Must have experience generating reports to senior management with the ability to analyze and explain findings

  • Experience working successfully across multiple departments with business stakeholders and end-users.

  • Must have excellent quantitative, analytical and reporting skills 

  • Results Oriented and Strategic Thinker

  • Must be able to consistently perform in a high-pace, deadline oriented, multi-tasking environment.

  • Strong writing and oral communication skills in English

  • Must have a “can do" - proactive attitude and be able to work/cooperate with multiple teams across the world.

  • Professional appearance and attitude


Minimal travel required

 

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