**APS6 NCC Performance Reporting Analyst**
We at Chandler Macleod are seeking an APS6 NCC Performance Reporting Analst.
The Contact Centre Branch undertakes service delivery implementation and enhancement for participants and providers of the NDIS.
**About the Role**
The APS6 NCC Performance Reporting Analyst (Labour Hire) is a team membership position that may be required to perform work that involves team leadership and management responsibilities requiring the setting of priorities and managing workflows of a team.
The position will provide detailed technical, professional, policy, operational support and advice in relation to complex problems. It may be required to coordinate and assist in the strategic planning, program and project management and policy development that support the NDIA's objectives to "build a world-leading National Disability Insurance Scheme".
Responsibilities of the role include but are not limited to:
- Summarising and presenting complex data outputs using data story-telling techniques and incorporating meaningful data visualisations and actionable insights.
- Providing analytics and insights into operational performance and customer contact behaviour.
- Reporting and analysis to provide actionable intelligence into the causes of unexpected call demand and/or unplanned contact centre performance.
- Assessing impact of demand on the Agency environment to inform NCC forecasting and improve call centre performance.
- Manipulating, presenting and analysing data to report on key enquiry type drivers across multiple NCC channels.
- Coordinating and drafting high level correspondence and reports.
- Working with other teams, planning, managing and optimising operational performance.
Additional Position Requirements Key skills required for role
- Experience in reporting in a contact centre environment
- Advanced knowledge in Microsoft Excel (Power Query, Power Pivot) and MS Office suite.
- Excellent verbal, written and interpersonal communication skills
- Ability to work well under pressure
- Able to work autonomously and as a team
- High level of attention to detail and data accuracy
- Ability to manage multiple priorities Desirable skills to have for the role
- Experience in data visualisation and data manipulation tools (such as Power BI, SAS, Tableau, SQL)
- Experience in Contact Centre Operations, particularly in a multi-skilling/multi-site environment.
In addition to the above, the role requires:
- Working in an open office environment, home on occasion, hot desk, telephone and computer work
- Attendance at external locations offsite including participants' homes (which may have multiple stories or be accessible only via uneven ground, stairs)
- Performing high levels of phone usage and/or face to face work
Security
The following essential checks/clearances are required to perform the role:
- Pre-Engagement Check - this is a mandatory pre-employment security screening process. All employees and contractors of NDIA must undertake a Pre-Engagement Check. This check is undertaken for any individual who will have non-public access to agency resources (information, buildings, systems, assets, staff and customers)