MIS Analyst – Contact Centre Insights

About the role

Superloop, a telco founded in 2014 and listed on the ASX, operates a contact centre within its Consumer unit that delivers internet access to Australian homes. The MIS Analyst – Contact Centre Insights position collects, analyses and interprets data on contact centre operations so that management can make data-driven decisions.

Key responsibilities

• Lead the development of databases and dashboards to support timely and accurate decision making.
• Monitor KPIs for contact centre operations and provide insights for optimisation.
• Use AI prompting techniques to generate reports and actionable insights.
• Take sole ownership of KPI accuracy and validation.
• Evaluate automation processes and recommend improvements.
• Provide historical data to forecast call volumes and staffing needs, supporting workforce planning.
• Prepare clear, concise and visually compelling presentations for management reviews.

Required profile

• Bachelor's degree in Statistics, IT, Business Analytics or a related field; an MBA is a strong advantage.
• Proven experience in SQL or Python and proficiency in Excel.
• Experience developing AI prompts, implementing automations and using AI-powered tools.
• Minimum of 4 years of relevant work experience.
• Strong numerical and analytical skills with large data sets, excellent communication and presentation skills, and fluency in English.
• Familiarity with contact centre technologies and metrics is an added advantage.

Required skills

• SQL or Python
• Excel
• Databricks (strong advantage)
• AI prompting and automation

What we offer

• Flexible work: 3 days in the office, 2 days from home once confirmed.
• Quarterly Superstar Awards, milestone gifts, birthday cake and referral bonus.
• Fruits and nuts on Mondays and Wednesdays, monthly engagement events and quarterly team outings.
• SuperEats with pre-ordered breakfast and lunch, Career Excellence Program and Employee Assistance Program.