Insights & Reporting Analyst - Contact Centre Performance (APS6)

Talent Corp; Melbourne; Hybrid; AUD 73,000 - 98,000; Full time

Job summary

Talent Corp seeks an experienced Insights & Reporting Analyst (APS6) to deliver data analysis, dashboards and reporting that support operational performance and service delivery improvements within a government context.

This hands-on role combines Power BI, SQL, advanced Excel, data modelling and performance reporting to translate complex data into actionable insights that support better business decisions and customer outcomes.

Qualifications

• Strong experience in data analysis, reporting and dashboard development.
• Hands-on experience with Power BI, SQL and/or SAS.
• Advanced Excel skills, including Power Query and DAX.
• Ability to combine, transform and analyse datasets from multiple sources.
• Experience identifying trends, performance drivers and operational improvement opportunities.
• Strong data visualisation and stakeholder communication skills.
• Excellent analytical, problem-solving and organisational capability.
• Ability to manage competing priorities and deliver accurate reporting within deadlines.

Responsibilities

• Develop dashboards, reports and data visualisations to support operational decision-making.
• Analyse customer interactions, service performance and contact centre trends.
• Extract, transform and model data from multiple sources for reporting and analysis.
• Identify performance drivers, customer behaviour patterns and opportunities for improvement.
• Conduct statistical analysis and develop actionable recommendations.
• Prepare and present insights, reports and performance updates to stakeholders.
• Maintain data accuracy, integrity and reporting standards.

Skills

Data analysis

Reporting

Dashboard development

Stakeholder communication

Analytical thinking

Problem solving

Tools

Power BI

SQL

SAS

Power Query

DAX

Advanced Excel

Job description

Our client is a large values-focused Federal Government Agency seeking an experienced Insights & Reporting Analyst (APS6) to deliver data analysis, dashboards and reporting that support operational performance and service delivery improvements.

This is a hands-on analytics role combining Power BI, SQL, advanced Excel, data modelling and performance reporting. You'll analyse customer interactions, identify trends and translate complex data into meaningful insights that support better business decisions and customer outcomes.

ROLE DETAILS:

Locations: Dandenong, Richmond, Geelong or Footscray VIC
Contract: Initial contract to 30 June 2027, with extension potential
Hours: Mon-Fri 7.5hrs/day - Hybrid
Rate: $61.86 per hour + super
Eligibility: Australian Citizenship mandatory
Applications close: Thursday 12 November

ABOUT THE ROLE:

You'll work within a national contact centre analytics function, developing reports and insights to improve service delivery, customer experience and operational performance.

The role involves analysing large datasets, building dashboards, identifying performance trends and communicating findings to operational teams and senior stakeholders.

KEY RESPONSIBILITIES:

• Develop dashboards, reports and data visualisations to support operational decision-making.
• Analyse customer interactions, service performance and contact centre trends.
• Extract, transform and model data from multiple sources for reporting and analysis.
• Identify performance drivers, customer behaviour patterns and opportunities for improvement.
• Conduct statistical analysis and develop actionable recommendations.
• Prepare and present insights, reports and performance updates to stakeholders.
• Maintain data accuracy, integrity and reporting standards.

SELECTION CRITERIA:

• Strong experience in data analysis, reporting and dashboard development.
• Hands-on experience with Power BI, SQL and/or SAS.
• Advanced Excel skills, including Power Query and DAX, highly regarded.
• Ability to combine, transform and analyse datasets from multiple sources.
• Experience identifying trends, performance drivers and operational improvement opportunities.
• Strong data visualisation and stakeholder communication skills.
• Excellent analytical, problem-solving and organisational capability.
• Ability to manage competing priorities and deliver accurate reporting within deadlines.

HIGHLY DESIRABLE:

• Contact centre or high-volume customer service analytics experience.
• Understanding of contact centre metrics, service levels and customer behaviour.
• Experience with Amazon Connect or similar contact centre platforms.
• Federal Government, disability or human services experience.