TELUS International Europe

Business Analyst - Sofia

TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.

Your responsibilities:
Performance data bucketing and analysis
Planning the available workforce
Timely and accurate delivery of intraday, daily, weekly, etc. cyclic reporting
Monitor in real time metrics related to workflow and performance, discover trends, provide actionable insights and offer solutions for process optimization
Keep workforce and operations management up to date and informed of service risks or performance achievements
Our requirements:
Excellent English language
Excellent communication skills
Over 1 year of experience in a relevant field/position
Attention to detail and strong motivation to help deliver data-driven results
Self-driven with excellent time-management skills
Proficient user/advanced to expert knowledge in one of the following: MS Office (Excel, PPT); G-Suite (Sheets, Slides)
Experience in workforce management processes, such as scheduling/planning will be considered an advantage
Ability to evaluate information gathered from multiple sources, reconcile conflicts and draw conclusions
Capability to transform operational figures into business action plans
Willingness to take responsibility and achieve results
Strong motivation to learn and develop
Experience with databases and BI tools (e.g. Power BI, Tableu) will be considered an advantage
Experience with Zendesk, Helpshift, SalesForce, MySQL, Oracle is considered an advantage
Coding experience (Python, SPSS, MATLAB, Javascript) will be considered as an advantage
Gaming knowledge will be considered as an advantage
We offer:
Stable job and career development opportunities
Great office at a top location
Attractive salary and additional incentives
Special discounts & offers (Food vouchers, Multisport cards, etc.)
Additional health insurance
Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
Positive international working environment (Relax zones, PlayStation and billiard corners)
Continuous support and learning
Employee referral bonuses
We are looking for you! Join our team and caring culture!

* Please note that only shortlisted candidates will be contacted.
Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Ние предлагаме

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
гр. София 1784, бул. "Цариградксо шосе" 115 К, Хермес Бизнес Парк, сграда Б
TELUS International Europe
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за TELUS International Europe може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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