BPO Support Consultant

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions. Reporting to the Associate Director, Global Collections Operations, the Operational BPO Reporting Consultant is responsible for end-to-end operational reporting, performance analytics, and vendor benchmarking across multiple offshore partner sites. The role translates data-driven insights into operational action, driving performance uplift, governance, and continuous improvement across Collections and Recoveries portfolios. Acting as a key link between reporting, operations, and vendor management, the role supports strategic decision-making and optimises customer, financial, and operational outcomes. What You’ll Do | Your day to day will consist of Own and deliver operational reporting and performance dashboards across all Collections and Recoveries portfolios. Develop and manage vendor benchmarking scorecards, identifying performance trends, risks, and opportunities across partner sites. Analyse operational, financial, compliance, and customer experience KPIs to drive actionable insights and performance improvements. Lead reporting governance, executive reporting, and performance review packs to support business decision-making. Partner with vendors and operational leaders to implement corrective actions, coaching initiatives, and performance uplift plans. Drive reporting innovation through automation, dashboard enhancements, and optimisation of reporting tools and processes. What You Bring | What makes you perfect for the role? Strong experience in operational reporting, business intelligence, analytics, or performance management within a contact centre or collections environment. Advanced capability in reporting and visualisation tools such as Power BI, Tableau, Excel, or similar platforms. Proven ability to analyse complex data, identify root causes, and translate insights into practical business outcomes. Experience managing vendor performance, benchmarking frameworks, and stakeholder engagement across multiple sites. Strong communication and influencing skills, with the ability to present insights and recommendations to leadership teams. A continuous improvement mindset with a passion for automation, operational excellence, and data-driven decision making. The good stuff…. | What’s in it for you? Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners. Flexible working arrangements with opportunities to work three days in the office, two days remote or home. Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you. We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+). Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity