Reporting Analyst, Customer Operations – Power BI & Genesys

Virgin Australia Group; Brisbane; Híbrido; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Discounted flights for you and your wh

Hybrid work style

Wellbeing support program

Descripción de la vacante

Virgin Australia Group is seeking a data and reporting professional to support our Customer Operations Contact Centres. You will work with Genesys data, Power BI and Excel to provide accurate performance insights across onshore and offshore operations.

You’ll prepare daily to monthly reports, validate data definitions, and build dashboards to illustrate service levels, workload, and customer outcomes. A hybrid work style and travel discounts are offered.

Formación

• Experience in creating and maintaining frontline performance reports for contact centres.
• Experience extracting, validating and interpreting Genesys data.
• Proficiency with Power BI dashboards and Excel reporting.
• Understanding of service levels, handling time, occupancy, adherence, quality and customer satisfaction across channels.
• Attention to data definitions, calculations and stamping out discrepancies.

Responsabilidades

• Prepare and maintain daily, weekly and monthly reports and scorecards for service, workforce and quality.
• Extract, reconcile and validate Genesys and other operational data; investigate discrepancies.
• Build and update Power BI dashboards and Excel reports to improve repeatability and reduce manual effort.
• Analyze trends and variances in service levels and workload; communicate findings to the CoE Lead.
• Track baselines, channel mix, transfers and customer outcomes; collaborate with Product Optimisation and Customer Advocacy.
• Collaborate with the Workforce Optimisation Analyst and other teams to clarify reporting needs.

Conocimientos

Contact centre reporting

Analytical thinking

Attention to detail

Communication and storytelling

Educación

Secondary education or equivalent

Herramientas

Power BI

Excel

Genesys

Descripción del empleo

Virgin Australia Group is seeking a data and reporting professional to support our Customer Operations Contact Centres. You will work with Genesys data, Power BI and Excel to provide accurate performance insights across onshore and offshore operations.

You’ll prepare daily to monthly reports, validate data definitions, and build dashboards to illustrate service levels, workload, and customer outcomes. A hybrid work style and travel discounts are offered.