Contact Centre Insights Specialist

2 weeks ago

Melbourne, Victoria, Australia beBeeDataDriven Full time $98,765 - $123,456
Job Description

We are seeking a skilled Contact Centre Analyst to join our team. As a key member of our Customer Contact group, you will be responsible for extracting insights from large data sets and driving business outcomes through data-led recommendations.

You will work closely with stakeholders to define data needs, translate business questions into technical solutions, and communicate results clearly. Your expertise in data mining and analysis will enable you to identify opportunities to improve efficiency, performance, and customer outcomes.

Key responsibilities include analysing structured and unstructured contact centre data, designing and automating dashboards and reports, collaborating with stakeholders, identifying opportunities for improvement, integrating data from multiple systems, championing self-service analytics, supporting benefit tracking and data reporting, and working closely with Customer Contact leadership to align data efforts with strategic goals.

Required Skills and Qualifications
  • Deep technical expertise in data mining and analysis – with the ability to extract insights from large, complex data sets
  • Advanced proficiency in SQL and experience working with data from platforms like Amazon Connect, LINX, and voice analytics tools
  • A strong understanding of data architecture, structures, and integrations across multiple systems
  • Proven ability to automate and optimise reporting processes, enabling self-service analytics and faster decision-making
  • Experience applying statistical and analytical techniques to identify trends, root causes, and business opportunities
  • A track record of translating data into clear, compelling insights that influence strategy and drive measurable outcomes
  • High attention to data accuracy, quality, and governance, particularly in a regulated or risk-aware environment
  • The ability to work independently on complex data challenges, while also collaborating closely with business and technical stakeholders
  • A naturally curious mindset with a passion for solving problems through data and continuously learning new tools or techniques
Benefits

This role offers a unique opportunity to build, optimise, and influence with data. You will have the chance to work with a talented team, develop your skills, and drive business outcomes through data-led recommendations.

Others

If you are a technically minded individual with a passion for data and problem-solving, we would love to hear from you. Please submit your application with your resume and cover letter.

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