Customer Insights

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

What will your normal day look like:

The Customer First lead is responsible for the day-to-day management of the full range of customer metrics including but not limited to; analysis of reports, identifying risk trends, call recordings, visibility of performance and the development and implementation of treatment/mitigation.

The Customer First Lead will work closely with leaders, senior stakeholders and the quality assurance team to identify opportunity and provide recommendation on all customer metrics. Under the guidance of the Senior Operations Manager, the role will assist with Operations projects to ensure key initiatives are implemented successfully across the business.

Experience & Qualifications:

• 2 to 5 years of experience in analysis and insights creation, preferably within a BPO environment
• 2 to 5 years of experience in data handling and management
• Certification in communication skills or data analytics is a plus
• 5+ years of experience with Microsoft Office tools (Excel, PowerPoint, etc.) at an intermediate to advanced level

Core Competencies:

• Strong logical thinking and problem-solving abilities
• Proven track record in generating actionable insights from data
• Skilled in tracking and measuring the success of initiatives
• Fast learner with high adaptability and strong adherence to company policies and standards
• Ability to provide guidance and support for training or operational actions, collaborating effectively with Operations and QA teams
• Excellent presentation and communication skills
• Creative thinker with experience in developing employee engagement initiatives and generating accurate reports
• Highly reliable, detail-oriented, and consistent in work delivery

Competencies used for Interviewing Assessment
Ability to identify the root cause of an issue quickly Ability to provide accurate information and guidance. Comprehensive understanding of the company's products or services. Efficiently handling multiple tasks and customers. Finding mutually beneficial solutions that satisfy the customer and the company. Providing effective and efficient solutions. Thinking creatively to address unique challenges Working well with colleagues to ensure consistent service.
Additional Information

Want to know more? Check out our social media pages:
 

Website:

Instagram
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LinkedIn:

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @

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