Lead – Business Intelligence (Contact Centre MIS)

About the role

Superloop, an ASX-listed Australian internet infrastructure company, is looking for a highly analytical and detail-oriented Business Intelligence Manager to lead its MIS Analysts team in the consumer team. This is a one-year fixed-term contract. You will lead the team in collecting, analysing and interpreting data on contact centre operations so that management can make data-driven decisions.

Key responsibilities

• Lead the Contact Centre MIS Analytics team.
• Lead the development of databases and dashboards to ensure timely and accurate decision making.
• Analyse data to identify trends, patterns and opportunities for improvement.
• Evaluate the effectiveness of automation processes and recommend enhancements.
• Provide historical data to forecast call volumes and staffing requirements, supporting workforce planning and resource allocation.
• 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 in a similar discipline is an advantage.
• 7-10 years of relevant work experience in a similar role.
• Strong leadership skills and excellent communication and presentation skills, with fluency in English.
• Familiarity with contact centre technologies and metrics is an added advantage.

Required skills

• Proven experience in SQL or Python.
• Proficiency in Excel.
• Strong numerical and analytical skills with experience handling large data sets.

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.
• Leadership and development training, Career Excellence Program and Employee Assistance Program.