Business Analyst (Remote in Portugal)

Company : Otonomee

Job Type : Full Time

Remote / Work from Home

Number of Applicants

000+

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Job Description - Business Analyst (Remote in Portugal)

Job Title: Business Analyst
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
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 data-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 client-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 end-user experience.

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.
5 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 problem-solving abilities.
Excellent communication skills for presenting insights to technical and non-technical audiences.
Highly detail-oriented and organized, with the ability to juggle multiple priorities.
Team- Oriented with a collaborate mindset

Preferred Qualifications

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

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

Original job Business Analyst (Remote in Portugal) posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Business Analyst (Remote in Portugal)

Job Description - Business Analyst (Remote in Portugal)

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