Insight Analyst

2 weeks ago

North Sydney, Australia TPG Telecom Full time

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

The Insights Analyst (Customer Care) will support the development and maintenance of operational reporting, and generate ad-hoc insights for Customer Care. These outputs will help drive decision making within the organisation and provide operations with the tools and guidance needed to create efficiencies in the business so that we can provide the best value and service to our customers.

**Responsibilities**
- Working with Contact Centre Operations, Business intelligence, Marketing and
- Campaigning, Technology, and Care teams to understand issues, trends and
- opportunities within Care’s operations to leverage data sets for the purpose of
- synthesizing actionable insights. This includes but is not limited to:

- Understanding complex contact centre and customer experience data sets for
- Customer Care and TPG Telecom data.
- Presentation of data, insights and opportunities to both technical and non-technical stakeholders.
- Establishment of effective working relationships with all stakeholders of the
- Insights and Analytics team, including outsourced partners and third parties as required
- Develop, maintain, and improve reporting that is impactful to the business.

**Knowledge and experience**
- Ability to extract data for analysis from disparate data sets
- Experience streamlining and improving efficiency of reporting
- Intermediate skills in SQL and Python are highly advantageous
- Proficiency with software such as PowerBI, Tableau or Qlik, and Excel
- Understanding of business reporting and data warehousing
- A natural attention to detail with strong analytical and problem-solving skills with an ability to prioritise pending tasks to meet deadlines
- Ability to understand business problem statements and arrive at data-driven solutions and recommendations
- Ability to clearly communicate insights and findings using data and visualisations to both technical and non-technical stakeholders
- Experience in a customer service or contact centre sector is advantageous

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

We are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits, including generous leave policies, leadership development programs and opportunities to grow your career. You’ll be faced with loads of variety where no two days are ever the same in a collaborative workspace that helps drive innovation.

**Interested? We are excited to hear from you**
- #LI-JG1_
- #LI-Hybrid_

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