Business Analyst (Remote in Portugal), Albufeira Albufeira

Business Analyst (Remote in Portugal), Albufeira
Albufeira
Albufeira, Portugal

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Business Analyst (Remote in Portugal), Albufeira

Client:

Otonomee

Location:

Remote based in Portugal

Job Category:

Other

EU work permit required:

Yes

Job Reference:

4b1cc00f9e5c

Job Views:

9

Posted:

23. 01. 2025

Expiry Date:

09. 03. 2025

Job Description:

About The Role

Job Title: Business Analyst

Terms: Permanent Contract / Full-Time 40h weekly

Salary: Annual Gross 30. 000 Euros (inclusive of 2 holidays Allowances)

Schedule: Monday to Friday - 8h rotational shifts (9am to 17:30 and 15:30 to 12pm), occasional weekends may be included.

ABOUT THE ROLE

We are looking for a Business Analyst to join the team. This is a permanent work from home position based in Portugal.

WHAT YOU'LL BE DOING

As a Business Analyst, you will be supporting key operational teams and stakeholders by analysing data, tracking KPIs, creating actionable insights, and driving process improvements to enhance efficiency, performance, and customer satisfaction. Your responsibilities will include:

• KPI Analysis & Reporting: Track, analyze, and report on BPO-specific KPIs, including Average Handle Time (AHT), First Touch Resolution (FTR), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreements (SLAs).
• Data Collection & Cleaning: Gather data from various sources, ensuring accuracy and consistency, and preprocess it for analysis.
• Trend Analysis: Identify performance patterns and trends to provide actionable insights for improvement.
• Data Visualization: Design clear, visually compelling dashboards and reports using tools like Power BI or similar.
• Operational Insights: Offer
  - driven recommendations to enhance operational efficiency, productivity, and customer satisfaction.
• Stakeholder Collaboration: Partner with Operations, Workforce Management, Quality Assurance, Training, and Client Management teams to understand data needs and resolve performance challenges.
• Continuous Improvement: Contribute to process improvement initiatives by identifying inefficiencies and proposing solutions.
• Ad Hoc Analysis: Conduct specialized analyses to support projects or
  - specific requests.
• Stakeholder Communication: Collaborate with stakeholders to gather requirements and effectively communicate findings and recommendations.
• Documentation: Develop detailed business requirements and maintain comprehensive documentation.
• Project Management: Assist teams in achieving project goals and meeting deadlines.
• Customer-Centric Mindset: Ensure all recommendations focus on improving the
  - user experience.

Your profile

About you

To thrive in this role, you should possess the following qualifications and attributes:

Qualifications

• Bachelor’s degree in Business, Data Analytics, Computer Science, or a related field.
• 2–4 years in a Business Analyst or Data Analyst role, preferably within a BPO or call center environment.
• Data Analysis & Visualization: Proficiency with Power BI, Tableau, or equivalent tools.
• Data Tools: Advanced knowledge of SQL and Excel; experience with Python or R is preferred.
• Statistical Analysis: Familiarity with statistical methods and tools for data analysis.
• CRM Platforms: Experience working with tools such as Zendesk or Genesys is an advantage.
• Strong analytical and
  - solving abilities.
• Excellent communication skills for presenting insights to technical and
  - technical audiences.
• Highly
  - oriented and organized, with the ability to juggle multiple priorities.
• Team-Oriented with a collaborative mindset.

Preferred Qualifications

• Experience with CRM or contact center platforms (e. g. Zendesk, Genesys).
• Experience with automating reporting processes.
• Degree: Bachelor's in Business Administration, Information Systems, or a related field is an advantage.
• Certifications: Certifications such as PMP (Project Management Professional) or CBAP (Certified Business Analysis Professional) would be an advantage.

Why us?

WHAT YOU GET IN RETURN:

• Fully Remote work based in Portugal
• A competitive salary
• Internet Allowance (20 Euros per month)
• Meal Allowance (7. 63 Euros daily)
• Equipment provided
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility

OUR RECRUITMENT PROCESS

• 30 min Teams interview with the Recruitment Team
• Language test if applicable to the role
• 45 min Teams interview with the Hiring Team

About us

Otonomee is a
- built, fully remote BPO. Otonomee was founded in 2020, headquartered in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, Saa
S & Facilities Management.

Otonomee’s Founders and Senior Leadership Team experienced firsthand the challenges in the traditional BPO industry. The pandemic (i. e. , the adoption of remote work as a viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and clients.

By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible, and entrepreneurial approach. Our Clients share our commitment to great Customer Service by promoting a positive employee experience and a sustainable & equitable future.

Otonomee is a
- driven company and a Certified BCorp since 2023. This means that we are one of 9, 000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions; our inclusive culture inspires us to be curious, be bold, and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow.