MIS Analyst – Contact Centre Insights
About the role
The MIS Analyst – Contact Centre Insights at Superloop is responsible for collecting, analysing, and interpreting data related to contact centre operations to provide actionable insights that support data-driven decision-making. The role involves developing databases and dashboards, monitoring KPIs, leveraging AI prompting techniques, ensuring KPI accuracy, evaluating automation processes, forecasting call volumes, and preparing presentations for management. The position is part of the Consumer unit, which focuses on delivering excellent customer experiences for Superloop's home broadband services in Australia. Candidates should have a strong analytical background, experience with SQL or Python, proficiency in Excel, and at least 4 years of relevant work experience. Superloop offers a supportive and inclusive workplace with various employee benefits and flexible work arrangements.
Must have
- Bachelor's degree in Statistics, IT, Business Analytics or a related field
- Proven experience in SQL or Python
- Proficient in Excel
- Experience in developing effective AI prompts, implementing automations and working with AI-powered tools and technologies
- Strong numerical and analytical skills with experience in handling large data sets and providing business insights
- Minimum of 4 years of relevant work experience in a similar role
- Excellent communication skills & fluency in English
- Detail-oriented with a strong commitment to data accuracy and quality
- Excellent presentation skills
- Ability to work independently and collaboratively in a fast-paced environment
Nice to have
- MBA in a similar discipline would be a strong advantage
- Prior experience in Databricks would be a strong advantage
- Familiarity with contact centre technologies and metrics would be an added advantage
Technologies
- Databricks
- Excel
- Python
- SQL
- Statistics
Highlights
The role offers flexible work arrangements (3 days in the office, 2 days from home once confirmed), quarterly awards, milestone gifts, referral bonuses, regular team events, and wellness programs. Superloop is an equal opportunity employer and encourages applicants from diverse backgrounds. The company emphasizes an inclusive and accessible hiring process.
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