AGL is seeking a Performance Analyst to join the Operational Services and Optimisation team for a 12-month contract. In this role, you will support the delivery of key Customer Market Operations objectives across onshore and offshore teams. Working across a range of projects, you'll lead transition activities, coordinate communications and training, document processes, and manage remediation initiatives.

You will assess the operational impacts of project implementations, including changes to existing workflows and the creation of new back-office processes. The role also supports the ongoing success of digital customer channels, including Instant Messaging and Webchat, requiring robust analytical skills and a customer-focused mindset.

By proactively identifying project impacts and improvement opportunities, you'll help drive operational efficiency, enhance customer experiences, and reduce cost to serve.

What you’ll be doing:

- 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.
- To be a primary point of contact within the Operational Services & Optimisation structure for all webchat and digital related queries including resourcing, reporting and analytics.

What you’ll bring:

- Demonstrated experience with ETL, Data Warehousing & Data Analysis.
- Experience working with SQL, Power BI, Python 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.

If you are interested in this role or have any further questions, please submit your application or reach out to me directly.

📌 Performance Analyst (Melbourne)
🏢 Agl
📍 Melbourne