{"id":2831015,"url":"https://alion.io/job/superloop-mis-analyst-contact-centre-insights","title":"MIS Analyst – Contact Centre Insights","company":{"id":49835,"name":"Superloop","domain":"superloop.com","url":"https://alion.io/company/superloop","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":93,"open_postings":12,"ghost_share":0,"stale_share":0.083,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Analytics","role_family":"Analytics","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombo, Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":20000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1713},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Databricks","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-10-19T02:30:52Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-22T04:39:45Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Company Overview\nFounded 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.\nVisitwww.superloop.com to learn more.\nBusiness Unit Overview\nConsumer Unit:\nThe 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.\nThe 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.\n\nRole Purpose\nWe 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.\n\nKey Responsibilities\nLead the development of data bases and dashboards to ensure timely and accurate decision making.\n\nMonitor Key Performance Indicators (KPIs) relating to the Contact Centre Operations and provide insights for optimization opportunities.\n\nLeverage effective AI prompting techniques to generate reports and actionable insights.\n\nTake sole ownership of KPI accuracy and validation.\n\nEvaluate the effectiveness of automation processes and recommend enhancements.\n\nProvide historical data to forecast call volumes and staffing requirements, assisting in workforce planning and resource allocation.\n\nPrepare clear, concise, and visually compelling presentations for management reviews.\n\nQualifications and Experience\nBachelor's degree in Statistics, IT, Business Analytics or a related field. MBA in a similar discipline would be a strong advantage.\n\nProven experience in SQL or Python. Proficient in Excel. Prior experience in Databricks would be a strong advantage.\n\nExperience in developing effective AI prompts, implementing automations and working with AI-powered tools and technologies.\n\nStrong numerical and analytical skills with experience in handling large data sets and providing business insights.\n\nMinimum of 4 years of relevant work experience in a similar role.\n\nExcellent communication skills & fluency in English.\n\nDetail-oriented with a strong commitment to data accuracy and quality.\n\nExcellent presentation skills.\n\nFamiliarity with contact centre technologies and metrics would be an added advantage.\n\nAbility to work independently and collaboratively in a fast-paced environment.\n\nOn Offer\nWe 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\nQuarterly Superstar Awards - recognition for those who go above and beyond.\n\nMilestone Gifts & Birthday Cake.\n\nReferral Bonus - get rewarded for bringing great talent into the TechHub.\n\nFruits and Nuts Mondays and Wednesdays - a healthy start to your week.\n\nMonthly Engagement Events - cricket matches, festive celebrations, and more.\n\nQuarterly Team Outings - time to unwind and connect outside work.\n\nSuperEats - enjoy affordable pre-ordered breakfast and lunch options.\n\nFlexible Work - 3 days in the office, 2 days from home (once confirmed).\n\nCareer Excellence Program - build your future into telco and tech, right here at Superloop.\n\nEmployee Assistance Program - we’ve got your wellbeing covered.\n\nAt 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 unique backgrounds, perspectives, and experiences of our team members.\nAs 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.","description_format":"text","description_chars":5500,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Internet Service Providers","Broadband"],"lifecycle":[{"event":"open","at":"2026-10-19T03:07:43Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":64,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/superloop-mis-analyst-contact-centre-insights","json_url":"https://alion.io/job/superloop-mis-analyst-contact-centre-insights.json","meta":{"generated_at":"2026-10-22T06:54:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2131,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49835},"rest":"https://alion.io/mcp/rest/get_company?id=49835"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsuperloop-mis-analyst-contact-centre-insights"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsuperloop-mis-analyst-contact-centre-insights"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsuperloop-mis-analyst-contact-centre-insights"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/superloop-mis-analyst-contact-centre-insights\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsuperloop-mis-analyst-contact-centre-insights"}]}