Analyst, Performance Reporting

4 days ago

Melbourne, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: NSW- Sydney CBD, VIC- Melbourne CBD
- **Exciting opportunity to develop your analysis skills**:

- **Integral role in the overall performance of NAB’s Customer Contact Centres**:

- **Permanent full time opportunity**

**About the role**

Reporting to the senior analyst of performance management, this team plays an integral role in the overall performance of NAB’s Customer Contact Centres. In this newly created role, your primary focus will be to support the Direct Consumers Sales / Retention by providing detailed analysis and reporting of the contact centre operations and activities.

NAB’s Contact Centre Performance team provide operational, analytic and strategic support to Direct Consumer and Direct Business. They hold a range of specialised skills such as real-time monitoring, performance reporting and workforce management. Our goal is to enable our frontline Bankers and Leaders with the tools, support and information they need to be able to give our customers an experience that turns them into advocates

**Responsibilities**:

- Expanding the level of analysis & reporting to the Direct Consumers Sales / Retention Contact Centre to provide a higher level of detail and analysis around the daily operations
- Interpret reports and deliver results to key stakeholders, including BU Managers, Heads Of and Team Leaders.
- Complete regular performance reviews at various level to find areas for improvement and present this analysis to present to key stakeholders
- Managing production of daily / weekly / monthly reporting
- Being the technical resource for the contact centre leaders to answer there reporting enquiries
- Maintenance of existing reports and reporting solutions
- Creation of process documentation where required

**Skills and Experience Required**:

- Experience with utilising SQL, PowerBI and Excel
- Experience with reporting, data analysis and extracting insights
- Excellent communication skills
- Time management
- Experience with or understanding of the contact centre environment and how it operates would be highly desirable but not essential.

If you interested in this exciting opportunity to develop and assist the team as it expands to don’t miss out and join a team that allows you to challenge yourself in a diverse and friendly team culture. If you have the skills and drive that we are looking for, we would love to hear from you.

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