About us: Atento is one of the top 5 integral providers of customer relationship management and business process outsourcing (CRM/BPO) services and the leader in Latin America.
We are leading a Business Transformation Outsourcing (BTO) process, combining advanced technology with the human touch to revolutionize the customer experience (CX) between brands and consumers worldwide.
We are present in 17 countries and have more than 110,000 employees in over 100 customer relationship centers around the world, serving more than 400 clients.
Role description: We are seeking a Business Analyst with a Customer Experience (CX) focus to join our consulting team.
The ideal candidate will have strong client orientation and advanced skills in process analysis and operational data modelling.
We will not handle M&A; activities; our focus is on process redesign, organisational optimisation, business case development and modelling of complex operational data.
Key responsibilities: Analyse customer journeys and processes, identifying pain points and improvement opportunities across the experience lifecycle.
Contribute to organisational redesign and operational transformation projects, documenting current processes and proposing improvement solutions.
Develop business cases and financial models to justify optimisation initiatives and new service designs.
Model complex operational data (advanced Excel, statistical analysis) to generate insights and support decision-making.
Create high-impact executive presentations (PowerPoint) to communicate findings, recommendations and action plans.
Collaborate closely with operations, technology and business teams on CX initiatives.
Requirements: Bachelor's degree in Economics, Business Administration, Engineering or related fields.
Previous experience in process analysis, business consulting, organisational transformation or CX-focused roles (industry, strategy consulting, internal transformation departments).
Advanced knowledge of Excel and PowerPoint, with capability to model data and build structured, visually appealing presentations.
Familiarity with process analysis methodologies (e.g., BPMN) and experience in business case development.
Strong analytical, structured and results-oriented mindset; excellent verbal and written communication skills in Spanish and English.
Ability to work in fast-paced environments and with multidisciplinary teams.
What we offer: Joining a growing organisation with leading projects in the CX domain.
Professional development opportunities, training and participation in innovative transformation initiatives.
Competitive compensation package with additional benefits and flexible work arrangements.
A collaborative corporate culture focused on excellence and continuous improvement.
If you are motivated by the challenge and want to be part of a team with impact, we are waiting for you!