Business Operations Analyst

1 month ago

Melbourne, Victoria, Australia Catch Full time
About the Role

Catch is seeking a highly skilled Business Analyst to join our team. As a Business Analyst, you will play a critical role in delivering exceptional customer service and driving business improvement initiatives.

Key Responsibilities
  • Interact with customers to support customer service continuous improvement
  • Manage project-related customer cases and calls, ensuring customer concerns are addressed
  • Support overall customer service KPIs
  • Develop an in-depth understanding of end-to-end customer experience processes
  • Use data and analytics to improve the customer service experience and drive initiative delivery
  • Assist with projects within the customer and supply chain portfolio
  • Review customer business operations and assess evolving business ideas
  • Liaise between groups and departments
  • Communicate recommendations for improving business operations
  • Analyze business processes and data to develop insights into problems and opportunities
  • Draft reports and propose solutions
  • Evaluate business systems and processes to identify potential areas of improvement
Requirements
  • Tertiary qualification in a relevant discipline
  • 2+ years' experience working with e-commerce, retail, marketplace, or supply chain businesses
  • Experience working in customer service or analytics
  • A thorough understanding of customer service and/or business analytics
  • Knowledge of agile processes
  • Strong presentation and demonstrated stakeholder management and communication skills
  • A high-level understanding of process and conflict resolution
  • Microsoft Skills (i.e., PowerPoint, Word, and Excel)
  • Human-focused, build relationships within the team and the business
  • Curious, understand stakeholder needs, and dig deep to go beyond their initial requests
  • Proactive, solve problems ahead of time, and find who to engage in a sometimes ambiguous environment
  • Detail-oriented, ensure there is clarity in requirements and outcomes
About Catch

Catch is a leading online retailer in Australia, offering a wide range of products to customers. We are committed to delivering exceptional customer service and driving business improvement initiatives. Our team is passionate about innovation, collaboration, and customer satisfaction.

We offer a range of benefits, including flexibility, extended parental leave, convenient office location, modern office space, and end-of-trip facilities. We also offer paid volunteer leave and subscription to our OnePass loyalty program.

Catch is an equal opportunities employer and welcomes applications from diverse candidates. We screen applications without attention to race, age, beliefs, sex, orientation, gender identity, and disability.

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