Operations Optimisation Analyst

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 Operations Optimisation Specialist supports the development, maintenance, and optimisation of Customer Operations performance reporting. The role generates regular, proactive and/or ad hoc insights to support organisational decision-making and the identification of improvements to customer experience and operational efficiency.

Responsibilities

• Understand issues, trends, and opportunities within Customer Operations
• Support the production and optimisation of operational, management and executive reporting on a daily, weekly, monthly, and quarterly basis.
• Develop, maintain, and improve reporting that is impactful to the business
• Design and creation of impactful PowerPoint or other visual presentations
• Maintain the source of truth for KPIs and scorecard definitions, methodologies calculations
• Centralise, align, and automate reporting across TPG Telecom brands
• Create astute, clear, concise, and easy to consume reports for various stakeholders to ensure insights are understood and actioned
• Communicate trends, issues, insights, and opportunities using data and visualisations to both technical and non-technical stakeholders, in creative and relevant ways for the problem statement at hand

Knowledge and experience

• SQL - desired but not critical
• Demonstrated PowerBI experience to be able to utilise existing reports and ability to create reports to use for own analysis
• Advanced Excel skills
• Strong Data visualisation and Presentation skills
• Service industry experience, preferably relating to contact centres
• Customer Experience focus insight/reporting
• Support with Operational outputs and value add insight
• Opportunity to enhance existing reporting
• Project support / Business Partnering

Benefits and perks

• Flexible hybrid way of working (work 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

Bolder and better together! 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.