Business Intelligence Manager

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, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

Role Purpose

We seek a highly analytical and detail-oriented Business Intelligence Manager to lead the MIS Analysts team in the consumer team. As a Business Intelligence Manager, you will lead the MIS Analysts team to 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 Contact Centre MIS Analytics team.

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

• Analyse data to identify trends, patterns, and opportunities for improvement.

• 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 an advantage.

• Proven experience in SQL or Python. Proficient in Excel.

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

• 7-10 years of relevant work experience in a similar role.

• Strong leadership skills.

• Excellent communication skills & fluency in English.

• Excellent presentation skills.

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

On Offer

• 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 & Nuts Mondays and Wednesdays - a healthy start to your week.

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

• Quarterly Team Outings – SuperEats – 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).

• Leadership & Development Training – Grow your skills and confidence.

• Career Excellence Program – build your future in 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.

Visit www.superloop.com to learn more