.Social network you want to login/join with:Business Analyst (Remote in Portugal), AlbufeiraClient:OtonomeeLocation:Remote in PortugalJob Category:OtherEU work permit required:YesJob Reference:4b1cc00f9e5cJob Views:5Posted:02.04.2025Expiry Date:17.05.2025Job Description:About The RoleJob Title: Business AnalystLocation: Remote based in PortugalTerms: Permanent Contract / Full-Time 40h weeklySchedule: Monday to Friday - 8h rotational shifts (9am to 17:30 and 15:30 to 12pm), occasional weekends may be included.ABOUT THE ROLEWe 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 DOINGAs a Business Analyst, you will be supporting 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 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 profileAbout youTo thrive in this role, you should possess the following qualifications and attributes:QualificationsBachelor'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