Team Leader, Analytics

Job Description

Join a Team That’s Passionate About Making Lives Better! At Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial services. We’re looking for enthusiastic, driven individuals to join our dynamic work environment where fun meets results ! As a Business Analyst (Team Leader), you will engage in call research through key-spotting functions and develop logical queries to segment and categorize structured client data using cutting-edge speech analytics platforms. Your role involves extracting insights and observations from analytical results and presenting ROI-driven solutions to our clients. What You'll Do Key Responsibilities: Analyze, assess, and recommend enhancements to the existing sprint process. Generate analytics from data produced by the Analytics platform. Ensure the timely completion of presentations in alignment with service-level agreements. Coordinate closely with your Project Manager for seamless project execution. Create reports using Excel, requiring intermediate level skills. Communicate effectively through emails and other communication channels, demonstrating: Excellent communication and writing skills. Comfortable in client interactions. Work collaboratively with cross-functional teams to efficiently meet project deliverables. Develop business requirements for creating tailored service workflows. Collaborate with the analytics manager to derive meaningful insights through data analytics. Display a strong willingness to learn and quickly adapt to new skills. Basic Qualifications Required: A bachelor’s degree in any field. Over 5 years of professional experience in the call centre industry, whether in technical or non-technical roles. At least 3 years of experience as a quality evaluator. Proficiency in MS Office applications (Word, Excel, and PowerPoint). Basic understanding of statistical principles. Preferred Qualifications: Experience with speech analytics platforms such as Nexidia, Call miner, Verint, etc. Involvement in large-scale enterprise projects. Six Sigma Green Belt certification. What We're Looking For All Information security responsibilities can be located in The Book of Bill (Global) and The Book of Bill (Global) – French. Please note that Information security responsibilities are based on role. Why Join Us? Growth Opportunities: We believe in promoting from within and providing opportunities for career advancement. Comprehensive Training: We offer extensive paid training to ensure you’re equipped for success. Team-Oriented Culture: Work in a collaborative, supportive environment with peers who are passionate about what they do. Diversity & Inclusion: We celebrate the unique perspectives and contributions of all our employees. Fun Workplace: Join a vibrant team that knows how to have fun! From team engagement activities to social events, we foster a lively and inclusive work environment where you’ll build strong connections. State-of-the-Art Offices: Work in our modern, well-equipped offices designed to enhance collaboration and productivity. Rewarding Work: Help businesses grow while making a real difference in people’s lives! Get to Know Us Better! Follow us to get an insider view of our team in action, our values in motion, and a sneak peek into what makes us an awesome place to work! Twitter & Instagram: bgocareers Facebook: Bill Gosling Outsourcing LinkedIn: Bill Gosling Outsourcing Website – https://www.billgosling.com/careers By applying to this position, you acknowledge that you have read and understood Bill Gosling Outsourcing’s Privacy Policy and consent to the collection, use, and storage of personal information in accordance with the policy. At Bill Gosling Outsourcing, we believe that diversity makes us stronger. We welcome applicants from all backgrounds and are committed to creating an inclusive and supportive workplace where everyone can thrive. Regardless of your race, gender, age, ability status, or any other characteristic, you are valued here. If you require accommodations at any stage of the hiring process, we are happy to work with you to ensure you have the support you need – just let us know. Bill Gosling Outsourcing – Where your career thrives!