This role serves as the engine room for operational performance by owning the end-to-end reporting function for a Financial Hardship Contact Centre
Job Summary
This role serves as the engine room for operational performance by owning the end-to-end reporting function for a Financial Hardship Contact Centre.
The successful candidate will build standardized scorecards and use SQL and Excel to translate raw data into actionable strategic insights for executive leadership.
As a newly created greenfield opportunity, the incumbent has the unique chance to shape the reporting framework from the ground up while accessing unlimited mental health benefits.
Matching Summary
This role serves as the engine room for operational performance by owning the end-to-end reporting function for a Financial Hardship Contact Centre.
Skills & Requirements
Must-have
SQL data extraction and transformation
Advanced Excel Power Query and Pivot
Executive performance deck creation
Contact centre operational metrics
Financial hardship domain experience
Nice-to-have
Tableau dashboard development
Mentoring junior analysts
Strategic consulting to WFM and QA
Agile reporting MVP design
Storytelling with complex data
Key Requirements
Proven track record in Contact Centre operations
Experience within Financial Hardship or banking sectors