Performance Analyst

Join the change. Together, we’ll make history.

As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia's best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.

About the role

An opportunity has become available as a Performance Analyst in our Customer Operations space. 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.

What you’ll be doing:
- Responsible for forecasting, invoicing, reporting and insights on overall offshore performance.- Tracking vendor performance against KPIs and SLAs, identifying areas for improvement, and implementing corrective actions as needed.- Responsible for governance and management of ‘BPO - Master Services Agreement’ with BPO Suppliers.- 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.- Investigate data quality issues and take appropriate action to notify suppliers and other business areas for correction of source data.- 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.- Prepare and maintain management reports, data validation, data analysis, and data visualisation tasks using analytical tools.

What you’ll bring:
- Experience working with SQL and Power BI specially in database object design, query optimisation and stored procedures.- Strong analytical and conceptual skills with the ability to provide valuable foresight from data in a timely fashion.- Ability to build, collate and present meaningful reports (as directed) at a strategic management level and at an operational level.- Agile & Lean Methodology exposure would be an advantage.- Effective project management skills, with ability to coordinate delivery across concurrent small initiatives, managing and balancing the needs of each to realise full benefits for the business.

At AGL, we offer a wide range of benefits including:
- Flexible working options including hybrid work.- Discounts on energy, telcos and solar plans.- Participate in Energise - our reward & recognition program.- Access 20 weeks of paid parental leave for the primary carer.- Access to an additional week of recharge leave per year.- Play an active role in our diversity & inclusion initiatives.- Novated leasing and Electric Vehicle subscriptions.- Access to study assistance, AGL’s share purchase plan and insurance deals.
- _Benefits may change over time and vary based on role type and location_

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
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Location:
Docklands VIC 3008

Job Family Group:
Business and Organization Analysis Management