Deliver accurate and insightful reporting on contact centre performance, customer trends, contracts, KPIs, and SLA outcomesMonitor contract adherence and provide performance visibility across managed service partnershipsAnalyse customer sentiment, emerging risks, and operational trends to identify improvement opportunitiesConduct deep-dive root cause analysis and recommend solutionsTranslate complex data into clear insights supporting business decisionsDevelop and maintain automated reporting solutions, dashboards, and reporting frameworksSupport monthly and quarterly business reviews with data-driven recommendations and performance insightsPartner with Customer Operations, Continuous Improvement, Technology, and Data teams on operational excellence and continuous improvement initiativesRequirements3–5+ years' experience in business intelligence, reporting, or analytics roles within customer operations, service delivery, or contact centre environmentsStrong experience with SQL, Power BI, Tableau, and advanced ExcelAbility to analyse large datasets, identify trends, and deliver actionable business insightsExperience with operational KPIs, SLA reporting,



and performance management frameworksAbility to present data to technical and non-technical audiencesStrong attention to detail and passion for continuous improvementExperience with managed service providers, BPO environments, or outsourced contact centresExposure to data modelling and ETL processes, or partnering with Data Engineering teamsExperience supporting operational transformation, workforce analytics, or capacity planning initiativesCore CompetenciesDemonstrates 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 keywordsSQLPower BITableauAdvanced ExcelOperational KPIsATS Optimization KeywordsHard SkillsBusiness IntelligenceReportingAnalyticsData AnalysisRoot Cause AnalysisPerformance ManagementData ModellingETL ProcessesCapacity PlanningCustomer Sentiment AnalysisSoft SkillsAttention to DetailContinuous ImprovementPresentation SkillsIndustry KeywordsContact CentreManaged Service ProvidersBPO EnvironmentsService DeliveryCustomer OperationsTools & TechnologiesAutomated Reporting SolutionsDashboardsReporting Frameworks
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📌 Contract Optimisation Analyst (Victoria)
🏢 Jobtailor
📍 Victoria