Description:
About US:
Nationwide Group (NWG) is the largest provider of emergency roadside assistance, towing and transport and storage solutions in Australia. As a subsidiary of RACV, we are a trusted partner of government bodies, law enforcement and road authorities, and Australian automotive clubs. We have a workforce more than 700 representatives, including 400+ drivers who pride themselves on safety, reliability and integrity operating 24 hours a day, 365 days a year.
About the Role:
As a business Analyst you will be working part of the finance department and partnering with the Customer Service & Dispatch Centre (CSDC) department to support achieving operational goals and continuous improvement initiatives. Through preparing analysis of operational trends and activities, performing statistical modelling and cost benefit analysis to identify and recommend business strategies. The role will also require the design and implementation of an effective operating rhythm for key stakeholders to understand workforce utilisation, productivity and efficiency linked to service levels and provide insights to anticipate better customer experience.
The role will involve the following activities:
· Prepare daily, weekly, and monthly reporting for CSDC calls and emails, dispatched jobs, and sales.
· Effectively and impartially analyse and create insights and recommendations to improve CSDC business performance.
· Review and monitor CSDC’s overall performance.
· Develop effective Business Systems and reporting to enable projects and decision making.
· Provide financial insights into operational performance, efficiency, margins & costs.
· Monitor Call and Job efficiency and update Head of CSDC as required.
· Provide recommendations to reduce costs to assist with annual budgeting and quarterly forecasting.
· Partner on the financial aspects of major projects and decisions. Provide reporting on all customer service levels in all States and generate ideas to deliver operational improvements.
· Present information to support CSDC Leadership Team to improve sales performance though inbound and outbound calls.
· Preparing CSDC Monthly, quarterly, and annual KPI reports and participating in review of quarterly data to ensure KPI’s and linked to overall business strategy.
About You:
· Contact centre operations or back-of-house processing environment.
· Proven ability to analyse data and present data in an effective manner.
· Business Partnering and Stakeholder Management
· KPI and performance management
· Statistical analysis
· Process optimisation.
· Project management
· Tertiary qualifications in accounting, finance, or business (desirable)
Why work with Nationwide Group
- Our employees embody the core values of: Innovation, Accountability, Care, and Teamwork.
- An employee benefits program, which includes accommodation discounts.
- An employee assistance program
- Professional development – we’ve won awards for our investment in our people!