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Business Analyst (Remote in Portugal)

Remote: 
Full Remote
Contract: 
Full time
Salary: 
15 - 38K yearly
Work from: 
Portugal

Offer summary

Qualifications:

Bachelor’s degree in Business or related field., 2–4 years in a Business Analyst role., Proficiency with Power BI and SQL., Experience with CRM platforms is an advantage..

Key responsabilities:

  • Track and report on KPIs.
  • Analyze data to provide actionable insights.
Otonomee logo
Otonomee Scaleup https://www.otonomee.com/
51 - 200 Employees
About Otonomee
Founded in 2020, Otonomee is one of the world’s first purpose built, remote first, outsourcing companies (BPO) who provides partner companies with outsourced sales and customer support solutions. We design, build and operate outsourced people and technology solutions for growing businesses. Our solutions help customers protect their brand as they grow their customer base, move into new markets and find efficiencies to support their growth. We leverage the benefits of a remote first model to attract talent from a wider talent pool and are achieving industry leading retention levels for our partners. Our services are available 24/7 in all European languages. We currently support partners operations in Ireland, the US, UK and across Europe.
See more Otonomee offers

Job description

About The Role
Job Title: Business Analyst 
Location: Remote based in (Portugal)
Terms: Permanente Contract / Full-Time 40h weekly
Salary:  Annual Gross 30.000 Euros (inclusive of 2 holidays Allowances)
Schedule: Monday to Friday – 9h00 to 17h30
 
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.
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 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
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
  1. 30 min Teams interview with the Recruitment Team
  2. Language test if applicable to the role
  3. 45 min Teams interview with the Hiring Team
Apply for this job
About us

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted 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, SaaS & Facilities Management.

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

Otonomee is a purpose 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

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Data VisualizationStatistical AnalysisKPI ManagementData AnalysisCustomer Relationship Management (CRM) SoftwareR (Programming Language)Power BIPython (Programming Language)SQL (Programming Language)Tableau (Business Intelligence Software)Project ManagementGenesysIntegrated ReportingZendesk

Other Skills

  • Problem Solving
  • Communication
  • Analytical Skills
  • Teamwork
  • Detail Oriented
Are you interested?

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