Reporting Analyst
Drives reporting and analysis within the Contact Centres and support business leaders' information needs
Summary about this job
Business/Systems Analysts
Company: Toll People (St Kilda)
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-2-6484-4701
Fax: +61-7-9240-6801
E-mail: n\a
Site: n\a
Detail information about job Reporting Analyst. Terms and conditions vacancy
- Work for Asia Pacific's leading Supply Chain & Logistics Company
- Translate metrics to provide meaningful insights to the customer excellence team
- Full time permanent role with career progression, Northern Suburbs location
Who are we?
The Toll Group is the Asian region's leading provider of integrated logistics services, generating annual revenue of AU$8.3 billion and employing over 40,000 people across an extensive network of 1,200 sites throughout more than 50 countries across the world. We’re committed to providing a safe, diverse, satisfying and fulfilling workplace for all of our people. We value integrity, trust, teamwork and being open and transparent.
The opportunity?
As part of Toll Group’s new growth strategy, one of our key business units is seeking a Reporting Analyst to be based at our state of the art Melbourne Airport facility. You will champion the identification, sourcing, storage and presentation of metrics to provide meaningful insights and recommendations. Working closely with the wider customer excellence team you’ll ensure we are providing an outstanding customer experience.
Key accountabilities and responsibilities will include, but not be limited to:
- Monitoring, analysing and reporting on the Contact Centre customer excellence reporting suite
- Analysing trends, identifying systemic issues and undertaking trouble shooting and root cause analysis of issues impacting service
- Developing strong working relationships with your leadership group and key stakeholders
- Working with data from multiple sources, including multiple telephony and CRM platforms to align with expected customer excellence reporting metrics
- Identifying, recommending and supporting continuous improvement initiatives to ensure goals are met and team performance enhanced
The ideal candidate?
You will have strong attention to detail with a focus on quality. You will possess a practical understanding of data structures and ability to work with large datasets. You will be adept in negotiating with and influencing stakeholders to achieve business outcomes. Commercially astute and strategic in approach you will have a successful track record of analytical reporting, preparation, interpretation and presentation. Experience within a best practice contact centre would be highly regarded.
In return, you will be rewarded with an inclusive and dynamic team environment, a passionate company culture and the opportunity to be an integral part of Toll’s new direction.
For a confidential discussion regarding the role, please contact Newnest Addakula, Toll People, 03 9049 4006
We will not be liable for any fees or costs associated with unsolicited CVs sent directly to line managers from recruitment agencies.