Job Description

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

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Requirements

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- 3–5+ years' experience in business intelligence, reporting, or analytics roles within customer operations, service delivery, or contact centre environments
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- Robust experience with SQL, Power BI, Tableau, and advanced Excel
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- Ability to analyse large datasets, identify trends, and deliver actionable business insights
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- Experience with operational KPIs, SLA reporting, and performance management frameworks
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- Ability to present data to technical and non-technical audiences
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- Strong attention to detail and passion for continuous improvement
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- Experience with managed service providers, BPO environments, or outsourced contact centres
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- Exposure to data modelling and ETL processes, or partnering with Data Engineering teams
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- Experience supporting operational transformation, workforce analytics, or capacity planning initiatives
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Core Competencies

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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.

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Highest-signal resume keywords

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- SQL
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- Power BI
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- Tableau
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- Advanced Excel
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- Operational KPIs
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ATS Optimization Keywords

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Hard Skills

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

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- Attention to Detail
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- Continuous Improvement
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- Presentation Skills
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Industry Keywords

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- Contact Centre
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- Managed Service Providers
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- BPO Environments
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- Service Delivery
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- Customer Operations
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Tools & Technologies

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- Automated Reporting Solutions
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- Dashboards
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- Reporting Frameworks
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📌 Contract Optimisation Analyst (Yallourn)
🏢 Jobtailor
📍 Yallourn