Recent Job Openings at Teleperformance

Teleperformance, for over 40 years, 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 experiences. While technology creates new and agile ways of working, our interaction experts remain committed to creating unique connections through empathy, adaptive communication skills, and more importantly, a passion to make it happen.

We are recruiting to fill the position below:

Job Title: Work Force Management Analyst – WFM Analyst

Location: Nigeria

Job Description
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.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Digital Marketing Expert

Location: Nigeria

Job Description

• 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.

Requirements

• 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.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Business Analyst

Location: Nigeria

Job Summary

• Main tasks will include performing detailed requirements analysis, documenting processes, and performing some user acceptance testing.
• To succeed in this role, you should have a natural analytical way of thinking and be able to explain difficult concepts to non-technical users.

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.

Requirements:

• 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.

What We Offer 

• An opportunity to learn and grow, a competitive salary, one of the best offices in Nigeria, an international team, and challenging projects.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online