Deliver accurate and insightful reporting on contact centre performance, customer trends, contracts, KPIs, and SLA outcomes
Monitor contract adherence and provide performance visibility across managed service partnerships
Analyse customer sentiment, emerging risks, and operational trends to identify improvement opportunities
Conduct deep-dive root cause analysis and recommend solutions
Translate complex data into clear insights supporting business decisions
Develop and maintain automated reporting solutions, dashboards, and reporting frameworks
Support monthly and quarterly business reviews with data-driven recommendations and performance insights
Partner with Customer Operations, Continuous Improvement, Technology, and Data teams on operational excellence and continuous improvement initiatives

Requirements

- 3–5+ years’ experience in business intelligence, reporting, or analytics roles within customer operations, service delivery, or contact centre environments
- Strong experience with SQL, Power BI, Tableau, and advanced Excel
- Ability to analyse large datasets, identify trends, and deliver actionable business insights
- Experience with operational KPIs, SLA reporting, and performance management frameworks
- Ability to present data to technical and non-technical audiences
- Strong attention to detail and passion for continuous improvement




- Experience with managed service providers, BPO environments, or outsourced contact centres
- Exposure to data modelling and ETL processes, or partnering with Data Engineering teams
- Experience supporting operational transformation, workforce analytics, or capacity planning initiatives

Core Competencies

Demonstrates expertise in business intelligence and analytics, with a solid focus on SQL, Power BI, Tableau, and advanced Excel for delivering actionable insights. Proven ability to analyze large datasets and support operational excellence through data-driven recommendations and performance management.

Highest-signal resume keywords

- SQL
- Power BI
- Tableau
- Advanced Excel
- Operational KPIs

ATS Optimization Keywords

Hard Skills

- Business Intelligence
- Reporting
- Analytics
- Data Analysis
- Root Cause Analysis
- Performance Management
- Data Modelling
- ETL Processes
- Capacity Planning
- Customer Sentiment Analysis

Soft Skills

- Attention to Detail
- Continuous Improvement
- Presentation Skills

Industry Keywords

- Contact Centre
- Managed Service Providers
- BPO Environments
- Service Delivery
- Customer Operations

Tools & Technologies

- Automated Reporting Solutions
- Dashboards
- Reporting Frameworks

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📌 Contract Optimisation Analyst (City of Monash)
🏢 Jobtailor
📍 City of Monash