Contact Centre Data Insights Specialist

1 week ago

Melbourne, Victoria, Australia beBeePerformance Full time $62,426

About the Position:

We are seeking a highly skilled Performance Analyst to join our team in Melbourne. The successful candidate will work on a 12-month contract with potential for extension.

Key Responsibilities:

  • To summarise and present complex data outputs effectively, incorporating meaningful visualisations and actionable insights.
  • Provide analytics and insights into operational performance and customer contact behaviour.
  • Report and analyse to provide intelligence into unexpected call demand and unplanned contact centre performance.
  • Assess the impact of demand on the environment to inform forecasting and improve call centre performance.
  • Manipulate, present and analyse data to report on key drivers across multiple channels.
  • Coordinate and draft high-level correspondence and reports.
  • Work with other teams, planning and optimising operational performance.

Essential Requirements:

  • Experience in reporting in a contact centre environment
  • Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite
  • Excellent verbal, written and interpersonal communication skills
  • Able to work under pressure and autonomously
  • High level of attention to detail and data accuracy
  • Able to manage multiple priorities
  • Experience in data visualisation and manipulation tools
  • Experience in Contact Centre Operations, particularly in multi-skilling/multi-site environments

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