MECCA Brands Hiring for Reporting Analyst – Customer Care at Richmond, Victoria, Australia Full Time

MECCA Brands has an exciting opportunity for a data driven Analyst to join our growing Customer Care team to drive business decisions.

The Role You Could Play

As the ing Analyst, you will be responsible for the end-to-end ing lifecycle and data analysis for MECCA Brands’ Customer Care team. This includes driving the automation of high quality and timely ing and providing insights, as well as providing recommendations to the Management team on opportunities identified through data set measures.

You will be the Subject Matter Expert across Contact Centre Metrics – both existing and new – you will also be responsible for owning the continual development of dashboard ing and delivery of deep-dive analytical projects, all whist building trusted relationships with key stakeholders across the business. This will enable you to provide advice and tactical recommendations for areas of improvement in optimising an effective Call Centre environment.

Day to day you will be involved in:

• Continuously develop existing, as well as create new, dashboards and ing
• Ensuring accurate daily, weekly, and monthly s for all Customer Care team members, teams, and the Leadership Team
• Create, develop, and aid with effective data-lead staffing rosters across the team
• Provide in depth pre and post campaign analysis impacting Customer Care, as well as market and customer insights
• Conducting customer behavioral and attitudinal analytics, predictive modelling, customer profiling and return on investment analysis to address business questions and identify growth opportunities
• Test and implement new ing and BI tools
• Ensure data security and privacy regulations are adhered to when providing confidential and personal data.

What You Will Bring

You will have experience in data analysis and ing within a Call Centre/Customer Service environment and be able to demonstrate the ability to accurately interpret briefs, perform the required analysis and present back to the business with insights, implications, and recommendations.

You will also be able to demonstrate:

• Advanced experience using all applications across the Microsoft Suite, particularly Excel
• Experience in developing dashboards and data visualizations
• Strong SQL skills for querying and manipulating datasets
• Experience with Tableau, AWS & Salesforce Service Cloud would be highly beneficial
• Exposure to AWS data warehouse environment

This role would suit someone who is self-motivated, curious, methodical and skeptical when working with data with strong communication, interpersonal and time management skills.

Your Life At MECCA

Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!

Some of our other team member benefits include:

• Professional development programs and first-class digitised learning offering
• Health and well-being initiatives
• Reward and recognition programs
• Access to bonus and incentive programs
• Quarterly product allowance
• Unlimited 40% discount

There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.

To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers