Business Analyst (Remote in Portugal)

🏢 About Otonomee

Otonomee is a purpose-built, fully remote BPO providing premium customer support to innovative brands in Healthtech, Fintech, E-Commerce, SaaS, and Facilities Management. We are a Certified BCorp, committed to high standards of social and environmental performance, transparency, and accountability.

📍 Location

Remote - Portugal

✨ About The Role

We are looking for a Business Analyst to join our team in a permanent, work-from-home position based in Portugal.

Schedule: Monday to Friday - 8-hour rotational shifts (9:00 AM to 5:30 PM and 3:30 PM to 12:00 AM), with occasional weekends.

💼 What You'll Be Doing

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

⭐ What We're Looking For

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 of experience as a Business Analyst or Data Analyst, preferably within a BPO or call center environment.
• Technical Skills:
  • Proficiency with Power BI, Tableau, or equivalent tools.
  • Advanced knowledge of SQL and Excel; experience with Python or R is preferred.
  • Familiarity with statistical methods and tools for data analysis.
  • Experience working with CRM platforms such as Zendesk or Genesys is an advantage.
• Soft Skills:
  • 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 collaborative mindset.

✨ Preferred Qualifications

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

🎁 Why Join Us?

• 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

1. 30-minute Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45-minute Teams interview with the Hiring Team

We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, and 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!

⭐ Additional Information

• Job Category: Data Analysis