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
Solid 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 strong 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 (Victoria)
🏢 Jobtailor
📍 Victoria