Performance Analyst

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role
- Flexible working arrangements - find a way that works for you
- Excellent $’s, benefits, leave policies, discounted power; EV’s; NBN and mobile plans
- Great opportunity for a Performance Analyst to join the Optimisation Team

The primary purpose of this role is to support the achievement of Customer Operations key objectives through the effective delivery of

onshore and offshore delivery operations;

The role will involve working with a range of projects and managing transition and communication related activities, including

documenting processes, execution of training activities and managing remediation activities where required. The role will also include

scoping out impacts to existing back-office work queues or creation of new work queues due to project implementation.

There will also be an involvement in managing digital deliverables such as supporting Instant Messaging and Webchat channels both

operationally and strategically. This will require an aptitude for analytics and a mindset for insights that drives efficiency as well as

positive customer experience.

Within this role you will also be required to pro-actively analyse project impacts and changes, with the aim of identifying and delivering

improved business efficiency, enhanced customer experience and reduced cost to serve.

What you’ll be doing:

- To be a primary point of contact within the Operational Services structure for all LOB’s including webchat and digital related queries such as resourcing, reporting and analytics.
- Deliver strategic analysis that results in value-add recommendations and perform ‘what-if’ scenario modelling to assess the impacts of changes and operational opportunities..
- Scope impacts on work volume due to projects and initiatives and communicate these in the required timeframes to our offshore delivery partners.
- Perform a range of data aggregation, data transformation, and insights including documentation of procedures for data extract, cleansing and reporting including any underlying assumptions and methodologies to enable repeatable processes for data analysis.
- Prepare and maintain management reports, data validation, data analysis, and data visualisation tasks using analytical tools
- Communicate regularly to the Management team on any changes of process, current and potential performance issues impacting the performance of offshore teams
- Actively engage with peers, onshore and offshore teams via social tools such as Yammer/MS Teams to share knowledge and ensure the team are actively encouraged to provide suggestions as to how process and systems can be improved.
- Ensure our reporting is up-to-date at all times including reviewing the Task-LOB allocations within workflow including ageing SLA’s to ensure that the workflow depict an accurate picture of ageing data.
- Effectively communicate analysis to a wide range of stakeholders including senior executives using a range of written, verbal and visual methods that comply with internal requirements and expectations.
- Investigate data quality issues and take appropriate action to notify suppliers and other business areas for correction of source data.

About You

What you’ll bring to the table:
Degree qualified, post graduate qualified or appropriate business qualifications with proven experience in:

- Strong analytical and conceptual capability, identifying trends, issues, or improvements across large amounts of data to add valuable foresight in a timely fashion.
- Ability to collate and present meaningful reports at various levels of management.
- SQL
- MS Office & Power Bi/Data Visualisation tools
- SAP
- AVAYA
- Workflow
- Demonstrated experience with ETL, Data Warehousing & Data Analysis
- Internal stakeholder management skills including influencing, negotiating and the ability to effectively obtain management support.
- Interpersonal skills with high quality written and verbal communication skills
- Ability to master a fast-paced environment.

COVID-19 Vaccination Policy

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
Job Family Group:
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