Performance Analyst, Digital Delivery
Job no: 499658
Work type: Fixed term
Location: VIC - Melbourne CBD
Categories: Technical and Operations, Customer Experience, VIC - Melbourne CBD
About the Role
This is a great opportunity for a Performance Analyst in our Melbourne office. This role forms an integral part of the Service Delivery Team which has functional and strategic responsibility for the provision of cost-effective and scalable operational outsourcing solutions for front-and back-office functions across AGL. These role will suit experienced professionals with knowledge of the energy industry seeking a career move to a dynamic Analyst role.
In this role you will form an integral part of the delivery of digital functions, encompassing webchat operations (sales & services) and social media operations and escalations housed within AGL’s Business Process Services (BPS) arrangements.
- Ensure all webchat sales and service/social media delivery activities comply with all Acts, Regulations and Codes governing the Energy Industry
- Analysis of current operational data and metrics to identify business improvement opportunities
- Effective solicitation and communication of requirements to stakeholders
- Identification of business benefits, and development of business cases to support initiative prioritisation
- Implementation of improvement initiatives to deliver measurable business outcomes
- Recognition and management of change impacts throughout various functional streams across AGL Energy Market Operations
- Engagement with senior stakeholders to identify, communicate and remediate operational issues
- Provide strategic direction to the teams and implement new initiatives to improve productivity and quality
- Provide coaching, mentoring and guidance to AGL’s offshore leads
- Demonstrated prior experience optimising delivery based processes and performance within large scale workforce, understanding of web and digital platforms preferably webchat or messaging
- Experience with vendor management will be highly advantageous
- Dealings with and understanding of regulatory requirements
- You will be a highly energetic, driven go-getter with a broad operational background gained in the Energy sector
- You will have strong analytical skills with experience interpreting large volumes of data and the ability to break down a complex problem and identify achievable recommendations to improve performance
- With a curious mind you will be able challenge the status quo but also see your recommendations through to completion by driving the implementation of improvement initiatives and change
- You will have a natural ability to build stakeholder relationships across a number of functions within the business
- Knowledge of project methodologies is an advantage, knowledge of the energy market is essential
- Degree qualified, post graduate qualified or appropriate business qualifications and/or experience is desirable
What’s in it for you?
You’ll be working in an A-grade building with state of the art activity based working facilities. Being supported by our new flexible ways of working. We call it Smarter Working.
You’ll get the opportunity to work with some of the most engaged and innovative in the business. Being exposed to more opportunities to advance your skills and career.
Working in a company the size of ours the sky’s the limit for your career aspirations and we’re focused on investing in you.
It truly is an exciting time to be part of AGL Energy as we lead the way in generating sustainable energy solutions for all Australians. With a heritage of over 175 years and listed in the top 50 companies on the ASX, AGL offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.
How to Apply
Come with us on a journey of exploration and creativity, doing the same things differently, better, faster by encompassing innovation and passion for a more sustainable world.
Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time
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