Customer Operations Analyst

At Smartways, we specialise in time-critical, complex logistics for the Australasian healthcare community.

Our Customer Operations function acts as the

safety net of the business

— ensuring every job is monitored, supported, and delivered to the Smartways Standard of quality and speed. More than a typical contact centre operation, we triage, resolve and coordinate operational decisions to ensure our delivery operations team is able to deliver on time, every time.

As we continue to grow, the ability to clearly understand performance, identify inefficiencies, and make data-driven decisions is critical to maintaining and improving service outcomes.

PURPOSE OF THE POSITION

This role plays a critical part in improving operational performance by turning data into clear, actionable insights.

Unlike traditional analyst roles focused purely on reporting, this position is responsible for:

• Identifying inefficiencies across our customer service/operations

• Quantifying the size and impact of improvement opportunities & growth initatives

• Supporting decision-making through structured and proactive analysis

• Contributing to workforce planning and workload modelling

Your core objective is to identify

where we are losing time, where we are losing money, and where we can improve customer and team experience.

This role sits at the intersection of

data analysis, contact centre operations, and workforce planning

.

Roles And Responsibilities

Operational Analysis & Insight Generation

• Analyse customer operations data across calls, emails, chat & backoffice - gaining deep understanding of our workflows and interaction dynamics across customer groups & channels

• Identify issues and opportunities such as bottlenecks, inefficiencies, repeat work, performance degradation or variability, and identify the drivers and impacts of these trends.

• Translate these findings into clear insights and recommendations that will improve customer experience, drive efficiency, improve quality or enhance team engagement.

Reporting & Performance Visibility

• Develop and maintain reporting across:

• Customer operations performance

• Work volumes and workload distribution

• Productivity and utilisation

• Error rates and quality trends

• Build dashboards (Power BI, Excel, CRM) that provide clear visibility to stakeholders

• Move beyond reporting “what happened” to explaining “why it happened”

R

esource

Planning & Demand Modelling (Developing Capability)

• Utilise and build upon existing tools & frameworks to analyse historical trends and develop forecasting of workload

• Support the modelling of new customer onboarding volumes, improvement initiatives, seasonal trends and leave allowances to balance service and cost

• Support with scenario modelling, budgeting processes, business cases and adhoc analyses

• Develop monthly resource requirements to aid in effective scheduling and planning cadences by managers

Systems & Data Utilisation

• Leverage systems such as:

• CRM (HubSpot)

• Telephony platforms (Dialpad or similar)

• Internal operational systems

• Extract and synthesise data across multiple sources

• Ensure data accuracy and reliability in reporting

• Champion & leverage AI Tools (Claude or similar) for the automation of analytics and operational workload activities across Customer Operations

SUCCESS IN THIS ROLE IS MEASURED BY

• Timeliness & accuracy of reports & analyses

• Accuracy of forecasts & models compared to actuals

• Customer Operations performance results & customer satisfaction

• Reduction in cost per contact/improvement of productivity

• Elimination of unmeasurable workload through automation or improvement initiatives

Academic, Work Experience And Skills

• Bachelor’s degree in Business, Data Analytics, Information Systems, or related field (preferred)

• 2-4 years’ experience in:

• Data analysis

• Business analysis

• Operational analytics

• Strong analytical capability with experience in:

• Excel (advanced)

• Power BI or similar tools

• CRM or operational systems

• Proven ability to:

• Identify patterns and trends in data

• Translate data into actionable insights

• Quantify business impact

• Experience working with operational or service-based environments (contact centre, logistics, or similar) preferred

• Exposure to forecasting, planning, or workload modelling is advantageous

• Ability to work across multiple data sources and synthesise information into clear outputs

• Strong communication skills — able to present insights to non-technical stakeholders

• Strong understanding of emerging AI models and curiosity to deepen exposure in this capability

PERSONAL QUALITIES AND BEHAVIOURAL TRAITS

• Highly analytical with strong curiosity and problem-solving mindset

• Focused on outcomes — not just producing reports

• Strong attention to detail and commitment to accuracy

• Comfortable working in a fast-paced, evolving environment

• Proactive and self-driven, with a “figure it out” mindset

• Able to challenge thinking constructively using data

• Collaborative and able to influence stakeholders across teams

• Committed to continuous improvement