Python Job: 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.

This Operations Optimisation Specialist sits within our insights and analytics team and works collaboratively with our stakeholders including Customer Operations and Customer Care leadership, Care Operations, Workforce Planning, Quality, Compliance, Business Intelligence, Technology, outsourced partners, and vendors to challenge the status quo. Always be on the lookout to improve the way we work, and speak up with suggestions for a better way, with the aim of exceeding our customers’ expectations.

Responsibilities

• 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
• 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
• We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work
• Always be on the lookout to improve the way we work, and speak up with suggestions for a better way, with the aim of exceeding our customers’ expectations
• Plan your work and be ready to take advantage of the opportunities and risks that come with our ever-changing industry
• Protect the brand, reputation, and profitability of TPG by maintaining the confidentiality, integrity and availability of its information assets and information systems
• Be familiar with policies and procedures, as well as completing any associated training, as communicated, or made available on the intranet and our learning systems

Knowledge and experience

• Ability to extract data for analysis from disparate data sets
• Experience streamlining and improving efficiency of reporting
• Intermediate skills in SQL and Python are highly advantageous
• Proficiency with software such as PowerBI, Tableau or Qlik, and Excel
• Understanding of business reporting and data warehousing
• A natural attention to detail with strong analytical and problem-solving skills with an ability to prioritise pending tasks to meet deadlines
• Ability to understand business problem statements and arrive at data-driven solutions and recommendations
• Ability to clearly communicate insights and findings using data and visualisations to both technical and non-technical stakeholders
• Ability to work independently whilst knowing when to escalate or seek guidance
• Tertiary qualification in a STEM or numerate discipline preferred or equivalent industry experience
• Experience in a customer service or contact centre sector is advantageous

Benefits and perks

• Flexible hybrid way of working (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

Don’t meet every single requirement? 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 does not 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 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

#LI-JG1 #LI-Hybrid IND2