Job Vacancies at Teleperformance

Job description

• Evaluating business processes, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Leading ongoing reviews of business processes and developing optimization strategies.
• Staying up to date on the latest process and IT advancements to automate and modernize systems.
• Conducting meetings and presentations to share ideas and findings.
• Performing requirements analysis.
• Documenting and communicating the results of your efforts.
• Effectively communicating your insights and plans to cross-functional team members and management.
• Gathering critical information from meetings with various stakeholders and producing useful reports.
• Working closely with clients, technicians, and managerial staff.
• Providing leadership, training, coaching, and guidance to junior staff.
• Allocating resources and maintaining cost efficiency.
• Ensuring solutions meet business needs and requirements.
• Performing user acceptance testing.
• Managing projects, developing project plans, and monitoring performance.
• Updating, implementing, and maintaining procedures.
• Prioritizing initiatives based on business needs and requirements.
• Serving as a liaison between stakeholders and users.
• Managing competing resources and priorities.
• Monitoring deliverables and ensuring timely completion of projects.

Education and Specific Training

• Bachelor’s degree

Work Experience

• A minimum of 5 years of experience in business analysis or a related field.
• Work experience in a contact center or BPO.

Requirement

• Exceptional analytical and conceptual thinking skills.
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Advanced technical skills.
• Excellent documentation skills.
• Fundamental analytical and conceptual thinking skills.
• Experience creating detailed reports and giving presentations.
• Competency in Microsoft applications including Word, Excel, and Outlook.
• A track record of following through on commitments.
• Excellent planning, organizational, and time management skills.
• Experience leading and developing top-performing teams.
• A history of leading and supporting successful projects.
• Proven knowledge of SQL, Tableau, and Power BI.

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Delivery

• Assist and support implementation of all new projects.
• Ensure accurate planning and adequate staffing for operational accounts regarding all resourcing.

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.
• Other duties assigned.

Education and Specific Training

• Bachelor’s degree

Work Experience

• 3 - 5 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales

Technical Skills

• Usage of MS Office
• Data Analytics

Competencies and Specific Skills

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

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• Call Centre Experience: at least 3 years of customer support experience via phone, email, and chat is preferred.
• Excellent and fluent communication skills: verbal, written, listening skills.
• Very customer service focused, able to deal with customers in a friendly, positive and polite manner via calls.
• Social media advertising experience is a huge plus and highly preferred.
• Ability to engage the customer, strategically build rapport and handle objections.
• Proven ability to deal with problems and solve them effectively.
• Multi-channel transactional sales & marketing to deliver best practices to long-tail advertisers.
• Self-motivated and confident with a results-driven attitude.
• Use listening skills that support effective telephone communication to support the customer needs and requests.
• Uplift revenue by providing consultative advice to small and medium-sized businesses (SMBs) as well as micro businesses to help them grow their businesses across multiple channels - chat, email and phone.
• Apply appropriate actions to effectively resolve the customer request.
• Ensuring digital education measured by the number of events executed, product solutions pitched and actioned.
• To always provide a high level of customer service to clients.
• Robust multitasking skills (e.g., able to log calls and interact with the customer simultaneously)
• Other Duties as assigned.