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



BPO environments, or outsourced contact centres
n
Exposure to data modelling and ETL processes, or partnering with Data Engineering teams
n
Experience supporting operational transformation, workforce analytics, or capacity planning initiatives
n
n
Core Competencies
n
Demonstrates expertise in business intelligence and analytics, with a robust 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.
n
Highest-signal resume keywords
n
n
SQL
n
Power BI
n
Tableau
n
Advanced Excel
n
Operational KPIs
n
n
ATS Optimization Keywords
n
Hard Skills
n
n
Business Intelligence
n
Reporting
n
Analytics
n
Data Analysis
n
Root Cause Analysis
n
Performance Management
n
Data Modelling
n
ETL Processes
n
Capacity Planning
n
Customer Sentiment Analysis
n
n
Soft Skills
n
n
Attention to Detail
n
Continuous Improvement
n
Presentation Skills
n
n
Industry Keywords
n
n
Contact Centre
n
Managed Service Providers
n
BPO Environments
n
Service Delivery
n
Customer Operations
n
n
Tools & Technologies
n
n
Automated Reporting Solutions
n
Dashboards
n
Reporting Frameworks
n

📌 Contract Optimisation Analyst (Victoria)
🏢 Jobtailor
📍 Victoria