Aps6 Contact Centre Performance Analyst

2 days ago

Melbourne, Australia Talent International Full time

**Job Details**:
**Location**

Melbourne

**Salary**

Up to AU$60.26 per hour

**Job Type**

Full Time

**Ref**

BBBH102083_1684735940

**Contact**

Samuel Beckett

**Posted**

about 1 hour ago

Talent International is currently recruiting for an APS6 Performance Reporting Analyst to work in the National Contact Centre for one of our Federal Government client's based in either Melbourne, Dandenong, or Geelong. The position is a 12-month contract initially with the possibility of extension and is paying an hourly rate of $60.26 + Super.

**Responsibilities may include but are not limited to**:

- Summarising and presenting complex data outputs using data story-telling techniques and incorporating meaningful data visualisations and actionable insights.
- Providing analytics and insights into operational performance and customer contact behaviour.
- 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 optimising operational performance.

**Essential Requirements**:

- Experience in reporting in a contact centre environment
- Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite.
- Excellent verbal, written and interpersonal communication skills
- Ability to work well under pressure
- Able to work autonomously and as a team
- High level of attention to detail and data accuracy
- Ability to manage multiple priorities
- Experience in data visualisation and data manipulation tools (such as Power BI, SAS, Tableau, SQL)
- Experience in Contact Centre Operations, particularly in a multi-skilling/multi-site environment.
- You must be an **Australian Citizen** to be eligible for this position

**Apply

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