Insights Analyst

2 weeks ago

Melbourne, Australia Bupa Full time

As the Insights Analyst, you will be responsible for identifying performance outliers, providing actionable insights, and tracking and review performance shift. This involves developing and enabling the execution of the most critical performance insights across Customer & Business Operations (CBO), with a focus on improved customer experiences. This is a permanent, full-time opportunity that can based nationwide in Australia (Melbourne preferred).

**Key accountabilities include**:

- Identify Performance Outliers - using available dashboards and data sources, identify low performers who require additional coaching and training to lift their performance
- Provide Actionable Insights - deep dive into outlier agents’ performance across operational, customer experience, quality & compliance, business and speech analytics data to identify root cause of poor performance and opportunities to focus coaching in order to drive improvements
- Track and Review Performance Shift - keep track of metrics that impact performance and review with stakeholders periodically on the impact of coaching and its effect on uplifting performance
- Build strong advisory relationships by developing recommendations and influencing leadership across CBO to endorse and enable performance management.
- Maintain hygiene of speech-to-text data (advising on issues, regular proactive auditing, informing about potential new topics, etc.)

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

**What do I need?**
- Business relevant qualification (e.g. Data, Finance, Engineering, Science, Management, etc.)
- Proven ability to analyse data and present granular or technical data in an effective and reliable manner
- Establishes good relationships to people at all levels as a trusted advisor, with an ability to engage and collaborate with stakeholders across the organisational structure.
- Focuses on customer needs and satisfaction, setting high standards for quality and quantity
- Experience in contact centre operations or customer facing environment is beneficial (but not necessary)
- Ability to manoeuvre SAS and SQL databases will be considered as a positive.

**What is it like to work there?**

Be at the heart of helping people live longer, healthier, happier lives. At Bupa, we employ more than 80,000 people globally who are making this a reality. One thing stands out about Bupa people -our customers are our passion; they’re at the heart of our culture of care. If you've got the belief, the drive and the talent to help us in our ambition then we’d like to hear from you.

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