Key Role in Business Intelligence
The role of a Business Intelligence Analyst is pivotal in delivering business intelligence across customer service centres and individual business unit contact centres.
The analyst will be responsible for working with complex datasets to develop reports, track performance, and improve customer experience, particularly in call centre environments. This is a full-time opportunity that can be based in Melbourne or Geelong office.
Main Responsibilities
* Design, develop, and maintain scalable, user-friendly reporting and analytics solutions aligned with business and customer requirements.
* Analyse reporting requirements to ensure metrics capture impact across all customer touchpoints and operational areas.
* Identify gaps in existing reports and implement improvements to provide actionable insights.
* Collaborate with Team Leaders and Operational Management to align reporting with workforce optimisation and customer experience goals
Required Skills and Qualifications
* Experience developing Business Intelligence reports and dashboards in Power BI and Excel using Power Query (M), DAX, VBA, and Excel formulas.
* Proficiency in SQL for data extraction, transformation, and consolidation across multiple complex datasets.
* Proven ability to develop robust data models and translate business requirements into actionable reporting solutions.
* Exposure to Genesys or other multichannel contact centre and WFM platforms highly desirable.
* Ability to translate insights into actionable recommendations that support strategic decisions and continuous improvement.
Benefits
Working with a growing global business, you'll get to be involved in strategic M&A, organic growth, and due diligence.
You'll chart your own career growth with lots of opportunity to move through the business.
You'll enable better lives by enabling frontline health professionals' access to the best technology solutions to improve services within the community.
You'll be provided with the latest tech stacks and next horizon technologies.
You'll enjoy flexible/hybrid working arrangements, purchased additional annual leave, private health discounts, and more.
About the Opportunity
We're a diverse team of over 16,000 people across 11 countries with a shared purpose - to enable better lives.
Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.
We're committed to providing a work environment in which everyone is included, treated fairly and with respect.