AI & MIS Lead

Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses through reimagining how telco should be delivered. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Through Smart Communities, we own and operate extensive fibre to the premises (FTTP) and managed Wi-Fi networks that service residential and commercial communities including multi-unit dwellings. Through Neoloop we offer open access to our FTTP networks to other Retail Service Providers. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Consumer Unit:

The Consumer unit is the face of our retail brand, committed to delivering on our customer promise; Super-fast, Super-reliable and Super-easy internet access for all Australian homes. As a part of the Consumer unit, you will bring together systems, processes and people that deliver this experience across the customer touchpoints and lifecycle.

The Superloop Home Broadband team is the face of our retail connectivity brand. Our contact centre is committed to creating a positive customer experience through the availability and continuity of our services and customer engagements. The team is the engine room of our residential brand, enabling growth through team development, continuous process improvement, and industry-leading customer service.

As a customer-focused team, we deliver solutions to our customers through a rigorous technical understanding of our products and exemplifying superior customer service skills in every interaction.

Role Purpose

We seek a highly analytical and detail-oriented Data Analyst to join our dynamic team in the broadband industry in Australia. As a MIS Analyst – Contact Centre Insights, you will collect, analyse, and interpret data related to the contact centre operations to provide actionable insights to support data-driven decision-making processes.

Key Responsibilities

• Lead the development of data bases and dashboards to ensure timely and accurate decision making.

• Monitor Key Performance Indicators (KPIs) relating to the Contact Centre Operations and provide insights for optimization opportunities.

• Leverage effective AI prompting techniques to generate reports and actionable insights.

• Take sole ownership of KPI accuracy and validation.

• Evaluate the effectiveness of automation processes and recommend enhancements.

• Provide historical data to forecast call volumes and staffing requirements, assisting in workforce planning and resource allocation.

• Prepare clear, concise, and visually compelling presentations for management reviews.
  

Qualifications and Experience

• Bachelor's degree in Statistics, IT, Business Analytics or a related field. MBA in a similar discipline would be a strong advantage.

• Proven experience in SQL or Python. Proficient in Excel. Prior experience in Databricks would be a strong advantage.

• Experience in developing effective AI prompts, implementing automations and working with AI-powered tools and technologies.

• Strong numerical and analytical skills with experience in handling large data sets and providing business insights.

• Minimum of 4 years of relevant work experience in a similar role.

• Excellent communication skills & fluency in English.

• Detail-oriented with a strong commitment to data accuracy and quality.

• Excellent presentation skills.

• Familiarity with contact centre technologies and metrics would be an added advantage.

• Ability to work independently and collaboratively in a fast-paced environment.

On Offer

We Believe In Creating a Workplace That's As Rewarding As It Is Fun! Here's What You Can Look Forward To When You Join Our Team:

• Quarterly Superstar Awards - recognition for those who go above and beyond.

• Milestone Gifts & Birthday Cake.

• Referral Bonus - get rewarded for bringing great talent into the TechHub.

• Fruits and Nuts Mondays and Wednesdays – a healthy start to your week.

• Monthly Engagement Events - cricket matches, festive celebrations, and more.

• Quarterly Team Outings – time to unwind and connect outside work.

• SuperEats – enjoy affordable pre-ordered breakfast and lunch options.

• Flexible Work – 3 days in the office, 2 days from home (once confirmed).

• Career Excellence Program – build your future into telco and tech, right here at Superloop.

• Employee Assistance Program – we’ve got your wellbeing covered.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.