MIS Analyst – Contact Centre Insights

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Consumer Unit:

The Consumer unit is the face of our retail brand, committed to delivering on our customer promise; Super-fast, Super-reliable and Super-easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes and people that deliver this experience across the customer touchpoints and lifecycle.

The Superloop Home Broadband team is the face of our retail connectivity brand. Our contact centre is committed to creating a positive customer experience through the availability and continuity of our services and customer engagements. The team is the engine room of our residential brand, enabling growth through team development, continuous process improvement, and industry-leading customer service.

As a customer-focused team, we deliver solutions to our customers through a rigorous technical understanding of our products and exemplifying superior customer service skills in every interaction.

Key Responsibilities

• Lead the development of data bases and dashboards to ensure timely and accurate decision making. 
• Analyze data to identify trends, patterns, and opportunities for improvement.
• Monitor Key Performance Indicators (KPIs) relating to the Contact Centre Operations and provide insights for optimization opportunities.
• Evaluate the effectiveness of automation processes and recommend enhancements.
• Provide historical data to forecast call volumes and staffing requirements, assisting in workforce planning and resource allocation.
• Prepare clear, concise, and visually compelling presentations for management reviews.

Qualifications and Experience

• Bachelor's degree in Statistics, IT, Business Analytics or a related field.
• MBA in a similar discipline would be a strong advantage.
• Proven experience in SQL or Python. Proficient in Excel.
• Familiarity with data visualization platforms such as Tableau/Metabase.
• Strong numerical and analytical skills with experience in handling large data sets and providing business insights.
• Minimum of 3 years of relevant work experience in a similar role.
• Excellent communication skills & fluency in English.
• Detail-oriented with a strong commitment to data accuracy and quality.
• Excellent presentation skills.
• Familiarity with contact centre technologies and metrics would be an added advantage.
• Ability to work independently and collaboratively in a fast-paced environment.