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Reporting Analyst - customer serviceCaltex
12- month fixed term contract Analyst role for our Contact Centre team ASX listed with over 100 years of history About Us At Ampol, we make life easier. We keep millions of people moving every day and continue to be Australia's leading transport fuel supplier and convenience retailer. Our business is dynamic and often technical, and we rely on talented people who seek to find solutions in complex, often diverse operating environments.
About the role: You will work with Customer Service teams to develop and build a comprehensive reporting framework which will deliver concise, accurate and insightful data presented in fit-for-purpose formats which will enable Customer Service to fulfil its service delivery objectives and goals. This role will be a split between analysing data from our customer service teams and having a curious mindset to go and engage with the relevant stakeholder group to help find a solution and put that into actionable insights. Individuals that have worked in a similar role within a similar function will be highly regarded.
You will report to our Business Improvement Manager and join a small team, supporting a wider contact centre team of approximately 30 people. This role is based at our Sydney CBD office and predominantly more office based and note that we will moving to brand new offices in Alexandria mid-2021. Key Responsibilities: Work collaboratively with Leadership to define requirements for a curated suite of dashboards and reports Provide expertise in data modelling and visualisation techniques and make recommendations to Leadership on "best practice" reporting outputs and data quality.
Build high quality and accurate reports and dashboards which are easily understood and fit for purpose using a range of methods (including Power BI, advanced excel, Salesforce analytics / Einstein, other 3rd party report building tools) from business information captured from various data sources (core ERP, databases, data hub, external industry sources etc). Respond to on-demand requests from stakeholders for data and information in a timely manner. Perform ongoing review of key report outputs and identify data discrepancies within the reporting process and implement data clean-ups and diagnostics to ensure that data quality and integrity is maintained.
Develop an end-to-end report management framework which includes processes for requesting new or changes to reports, storage and archiving of report outputs About you: You will be Tertiary qualified in a relevant field and bring strong experience in data management, reporting and analytics. Skills in SAP and Power BI will be advantageous. You will be a driven individual with experience collaborating with a diverse team to determine their reporting needs.
Your ability to analyse the data and present this in a way that tells the story is the key to success in this role. You will have strong written and verbal skills and be a confident presenter. Your problem-solving skills and high atten....