Aps6 Performance Reporting Analyst

4 days ago

Geelong, Australia HAYS Full time

Contact Center Reporting Analyst / SAS / Power BI / Tableau / SQL / 12 Months Contract

**Your new company**

Hays Technology in Geelong are currently partnered with a Federal Government organization located in Geelong CBD, Victoria.

We are seeking to appoint APS6 Contact Center Performance Reporting on 12 months contract role with a view of extension. This will be a hybrid role working from home and Geelong office location

**Your new role**

In this role, you’ll be working to provide detailed technical, professional, policy, operational support, and advice in relation to complex problems. It may be required to coordinate and assist in the strategic planning, program and project management and policy development that support the company’s objectives.

**Key accountabilities**:

- Summarizing and presenting complex data outputs using data story-telling techniques and incorporating meaningful data visualizations and actionable insights.
- Providing analytics and insights into operational performance and customer contact behaviours.
- Reporting and analysis to provide actionable intelligence into the causes of unexpected call demand and/or unplanned contact centre performance.
- Assessing impact of demand on the Agency environment to inform NCC forecasting and improve call centre performance.
- Manipulating, presenting, and analysing data to report on key enquiry type drivers across multiple NCC channels.
- Coordinating and drafting high level correspondence and reports.
- Working with other teams, planning, managing, and optimizing operational performance
- Other duties as required

**What you'll need to succeed**

To be considered for this role, you will have:

- Experience working in the financial or government sector is highly desirable
- Experience in data visualization and data manipulation tools (such as Power BI, SAS, Tableau, SQL).
- Experience in Contact Centre Operations, particularly in a multi-skilling/multi-site environment will be highly regarded.
- Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite
- Experience in reporting in a contact centre environment
- Strong communication and stake holder management skills
- Excellent Communication Skills
- Due to nature of our client for this role you must be an Australian Citizen.

**What you'll get in return**

This role offers you
**Competitive Daily Pay Rate **and
**Hybrid working**
**with working 2-3 days in Geelong office.**

**What you need to do now**

For further information about this role, please contact:
**Gaurav Bikhchandani**

Recruitment Partner

0352268003

**LHS 297508**#2780242

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