Operations Support Analyst

Brighter Futures Start Here

We are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe. 

With our brands touching the lives of almost two million customers every week, you’ll feel the impact of the work you’ll do every day. As a leader in the retail market, we’re optimistic about our future and yours. We’re changing at a rapid rate, giving you challenging work that you’ll be proud of. 

Join the team

At Kmart Group, we’re on a mission to create seamless, efficient, and delightful experiences for our customers and team members alike. As part of our Customer Experience & Care function, you’ll be joining a collaborative, forward-thinking team that values innovation, continuous improvement, and a customer-first mindset. This role gives you the opportunity to shape how we support our contact centre team members and customers. You’ll work closely with a wide range of stakeholders and help drive meaningful change across the business. If you’re someone who thrives in a dynamic environment, enjoys solving problems, and is passionate about making things better, we’d love to hear from you.

What you’ll be doing

As an Operations Support Analyst, you’ll play a key role in enabling the success of our contact centre and customer experience initiatives. 

Your day-to-day will include supporting the CX Enablement Leads and Manager in delivering key enablers such as:

• Quality assurance activities to ensure service excellence
• Scheduling and workload management to optimise team performance
• Training coordination and content updates to keep our teams informed and empowered
• Conducting data collection, analysis, and reporting to support continuous improvement projects
• Providing insights from customer feedback and operational data to inform strategic decisions
• Assisting with the implementation of initiatives that enhance both customer satisfaction and internal efficiency
• Collaborating with internal teams and external partners to ensure smooth execution of projects and programs
  
• Managing multiple priorities with agility, while maintaining a strong focus on deadlines and outcomes

To be successful in this role you’ll have:

• Experience in contact centre enablement or continuous improvement roles
• Strong organisational skills and the ability to manage competing priorities
• A proactive mindset with a knack for stakeholder engagement
• Familiarity with tools like Microsoft Office, Amazon Connect, and Oracle CRM
• A growth mindset and a passion for delivering great customer outcomes
• Power BI and SQL knowledge highly desirable

Benefits we’ll offer you:

• Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.  
• A team member discount card that gives you a discount at Kmart, Target Officeworks and Bunnings 
• Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!  
• We want you to feel rewarded for your commitment and hard work that's why eligible team members get the opportunity to participate in a bonus program 
• We offer inclusive parental leave, and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances  
• A dynamic learning and support program 
• Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor 
• A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes 
• Great career opportunities across the broader Wesfarmers Group 

We celebrate the rich diversity of the communities in which we operate. We are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe, and strive to ensure our recruitment process is accessible and welcoming, with applications encouraged from all candidates.

We encourage you to tell us about any workplace adjustments that you would like, by emailing kmartgroupcareers@kmart.com.au

If you would like to explore a career with Kmart and this sounds like the perfect role for you – apply now!

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