About the Role
As a Customer Services Business Intelligence Analyst at Team Global Express, your expertise will shape our customer service operations. In this role, you will gather and analyse data from various sources, creating detailed reports and dashboards to track our performance. Beyond regular data analysis, you'll contribute to key Customer Service Contact Centre projects, providing insights and recommendations that drive operational excellence.
Key Responsibilities
- Collect, interpret, and analyse data from multiple sources, including call centre software, business intelligence tools, customer surveys, and quality assessments.
- Develop, maintain, and optimise reports and dashboards that accurately track and display key performance indicators (KPIs) related to customer service operations.
- Uncover trends and patterns in data, translating complex findings into understandable insights for stakeholders.
- Provide strategic recommendations based on data analysis to enhance customer service operations.
- Collaborate effectively with cross-functional teams to comprehend and address business requirements for reporting and analysis.
- Remain current with the latest developments and trends in customer service data analytics to continuously improve our practices.
About You
We are looking for an individual who is driven by curiosity and is focused on improvement. The ideal candidate is a solution-oriented problem solver, capable of handling ambiguity and complex problems. Being a pragmatic team player, you will build positive relationships across all levels of the business. Under pressure, you remain calm and resilient, demonstrating emotional intelligence and a growth mindset. Lastly, detail orientation, and ownership of work quality define you.
- Minimum of 3 years of experience as a Reporting Analyst, preferably within a Contact Centre service environment.
- Proven experience in implementing best practice tools and strategies.
- Demonstrated ability to assess process improvement opportunities.
- Capable of working independently, within a team, and cross-functionally.
- High level of business acumen, coupled with significant experience in data analytics.
- Proficiency in using Power BI, Salesforce, Excel, and SQL.
About Team Global Express
Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We’re not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit https://teamglobalexp.com/.
Why TGE
We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.
What we offer
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Competitive salary above industry standards
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Upskilling, training, mentoring and more to support your career development journey
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Fun and practical employee perks and discounts
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Flexible work, including work from home
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Inclusive parental leave policy that supports all parents & carers
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Peer recognition awards acknowledge when you go above and beyond.
An inclusive workplace, works for everyone
We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.
Our recruitment process
Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.
Other things to note
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When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.
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During the recruitment process, please keep an eye on your junk emails and spam folders for updates.
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TGE is listed as one of LinkedIn’s Top Companies of 2023 and 2024 in Australia.
