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  • Posted: Sep 6, 2021
    Deadline: Not specified
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  • For over 40 years, Teleperformance has been connecting customers with the world’s most successful companies. It is the global leader in customer experience outsourcing management and the trusted provider of digitally integrated business services. At Teleperformance, we combine human touch and high technology to deliver extraordinary customer experie...
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    Business Analyst

    Job Summary/Overview

    • Support management with all necessary information, planning models and scenarios to facilitate the decision-making process.

    Key Responsibilities and Accountabilities

    Delivery

    • Assist and support implementation of all new projects.
    • Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing.
    • Identify planning gaps and challenges that affect the business. 
    • Produce and deliver tracking and reporting for key KPI/SLA’s in the business.

    Design

    • Analysis of historical data, forecasting and creating staffing scenarios for inbound and outbound business functions.
    • Perform a weekly/monthly capacity plan for all accounts that supporting operational management for taking the proper decisions.

    Outcomes

    • Workforce planning and scheduling for all operational accounts, from long term plans to the minutest intraday level.
    • Maintain Operation headcount and headcount related issues.
    • Control leaves balance and reserve annual leaves for CSRs.
    • Track, maintain, and document attendance, leaves and absenteeism of CSRs.

    Communication

    • Report on absenteeism and attrition figures of Operation.
    • Update HR and finance with attendance, absenteeism, and Overtime.
    • Align with all management levels in case of expected events, or potential crises.

    Required Skills

    • Excellent usage of MS Office.
    • Ability to use Power BI and Tableau.

    Competencies

    • Communication Skill (Oral and Written)
    • Creativity
    • Flexibility
    • Initiative
    • Job motivation
    • Judgement
    • Planning and organization
    • Stress tolerance

    Method of Application

    Interested and qualified candidates should apply using the Apply Now button below.

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Apply Now
  • Send your application

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Average Salary at Teleperformance
₦ 127K from 3 employees
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