Partnership Business Analyst at Webhelp SA

Job description

Reporting directly to the Partnership Delivery Manager, the Partnership Business Analyst will be primarily responsible for the design, production and distribution of documentation that supports effective management and governance of Webhelp accounts. This includes collateral to facilitate Account Planning, periodic Account Reviews and Executive Steering Boards as well as ad-hoc solutions and business updates.

This is a great opportunity to work with a variety of senior stakeholders within Webhelp’s strategic accounts and play a pivotal role supporting the Account Leadership function.

Main responsibilities will include:

• Responsible for the design and coordination of collateral to support key governance and account management routines. These meeting packs will include agenda’s, minutes, reports, and analysis e.g. Executive Steering Board packs
• Responsible for the ongoing maintenance of account plans, supporting the Partnership Delivery Manager
• Creation and design of executive pack for site visits including any supporting agenda/itinerary documentation
• Consolidate and use of operational MI for the purpose of providing key business insights for account updates, commercial discussions and all governance committees

Minimum Requirements

• +- 5 years BPO and call center experience preferred
• Experience engaging in senior stakeholder meetings is essential
• Exposure to key commercial principles of BPO accounts/contracts
• Demonstrated ability to analyze large quantities of data to extract business critical intelligence
• Must be able to quickly adapt to new systems and understand underlying structure of data sources to best leverage the reporting potential of our systems
• Preferred: a clear understanding of analytical methodologies including application of regression analysis
• A clear understanding of the dynamics of customer service environments, KPIs and demand drivers
• Advanced knowledge in all Microsoft applications with advanced Powerpoint and Excel skills being a key requirement
• Strong ability in Analytics / Statistics to support with all presentations for production