Business Analyst at Teleperformance Nigeria

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