Are you ready to take your analytical skills to the next level? HOBAN Recruitment is seeking an experienced Performance Reporting Analyst (APS6 equivalent). Our client, an independent statutory agency dedicated to providing unwavering support to thousands of Australians with significant and permanent disabilities, as well as their families and carers.
In this role, you will be at the forefront of the agency's national contact centre, a dynamic hub responsible for a wide range of customer enquiry and contact services. As the Performance Reporting Analyst, you will unravel the complexities of data, providing invaluable insights and analytics into operational performance and customer contact behaviour. Your expertise will be instrumental in identifying trends, improving call centre performance, and enhancing the overall customer experience.
Located in Robina, Queensland, this opportunity offers an initial contract of up to 12 months, with the potential for extension based on business requirements. As a valued team member, you will receive a competitive rate of $60 per hour, plus superannuation.
**Key Responsibilities**
- Transform complex data into compelling stories that resonate with stakeholders.
- Deliver actionable intelligence by reporting and analysing unexpected call demand and contact centre performance.
- Assess the impact of demand on the agency's environment, contributing to forecasting and call centre optimisation.
- Utilise your advanced skills in Microsoft Excel (Power Query, Power Pivot) and the MS Office suite to manipulate, present, and analyse data effectively.
- Collaborate with various teams to develop high-level reports and correspondence.
**Skills Required**:
- Australian Citizenship is mandatory for this role.
- Proven experience in reporting within a contact centre environment.
- Advanced proficiency in Microsoft Excel (Power Query, Power Pivot) and the MS Office suite.
- Exceptional communication skills, both verbal and written, to effectively convey insights and ideas.
- Thrives under pressure, maintaining composure and delivering quality results.
- Demonstrated ability to work autonomously and as part of a team.
- Meticulous attention to detail and a commitment to data accuracy.
- Excellent multitasking abilities, adept at managing multiple priorities.
**Desirable Skills**
- Experience in data visualization and manipulation tools such as Power BI, SAS, Tableau, SQL.
- Familiarity with contact centre operations, particularly in a multi-skilling/multi-site environment.
If you are an analytical powerhouse with a passion for uncovering the stories hidden within data, this role is tailor-made for you. Seize this opportunity to make a lasting impact on the lives of individuals with disabilities while enjoying a stimulating work environment.
If successful, you will be a temporary HOBAN employee, on-hired to our client.