Contract Duration: 6 months
Function: Customer Care, Customer & Commercial
Role Type: Business-based contract resource
Reporting to: Quality & Performance Lead
Location : Melbourne
Role Purpose
Support Customer Care through the delivery of accurate, timely reporting, data analysis and actionable insights to improve operational performance, customer outcomes and management decision-making.
Key Responsibilities
- Prepare, maintain and distribute regular operational and performance reports.
- Analyse customer care data to identify trends, performance gaps, emerging issues and improvement opportunities.
- Develop and enhance Excel-based reporting, dashboards and analytical tools.
- Consolidate and interpret data from multiple business systems and sources.
- Streamline and automate reporting processes to improve efficiency, accuracy and consistency.
- Support ad hoc analysis and reporting requirements for Customer Care leadership.
- Advanced Excel proficiency , including pivot tables, complex formulas, data manipulation and reporting.
- Strong data literacy, analytical thinking and attention to detail.
- Experience developing operational reports, dashboards and performance insights.
- Ability to translate data into clear, practical business insights.
- Strong working knowledge of Excel, Power Query, Power BI and Power Automate experience highly desirable.
- Exposure to AI-enabled analytics, automation and productivity tools advantageous.
- Ability to work independently and engage effectively with operational stakeholders.
Experience in business reporting, operational analytics or performance analysis, ideally within a customer service, contact centre or operational environment.
Key Deliverable: Reliable business-as-usual reporting, improved visibility of Customer Care performance and more efficient, insight-driven reporting processes.
