Performance Analyst

About the role

Bring your analytical expertise to one of Australia's leading energy providers and help drive smarter, more efficient and customer‑focused operations.

We're looking for a Performance Analyst to join our Operational Services & Optimisation team, supporting both onshore and offshore delivery operations. This role is open to applicants from Victoria or Adelaide.

If you're passionate about data, digital operations, and delivering insights that improve customer experience and operational efficiency - this is the role for you.

This role requires proactive problem‑solving, a continuous improvement mindset, and strong collaboration with internal teams and external BPO partners.

As a Performance Analyst, you'll play a key role in supporting Customer Market Operations' objectives by:

• Aggregating, transforming and analysing data to create actionable insights.
• Maintaining accurate, timely reporting across operational workflows and digital channels.
• Managing and analysing impacts of new projects on workloads, processes and back‑office queues.
• Supporting digital channel performance, including Webchat and Instant Messaging.
• Conducting intraday and forecast analysis across contact centre channels.
• Delivering strategic insights, scenario modelling, and recommendations for performance improvement.
• Communicating findings to a range of stakeholders, including senior leaders.
• Supporting training, transition, remediation and process improvement activities.

What you'll bring:

• Experience working with SQL and Power BI 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.
• Vendor management responsibilities, ensuring effective collaboration, performance oversight and clear communication with our offshore delivery partner.
• Ability to build, collate and present meaningful reports (as directed) at a strategic management level and at an operational level.
• Agile & Lean Methodology exposure would be an advantage.
• Effective project management skills, with ability to coordinate delivery across concurrent small initiatives, managing and balancing the needs of each to realise full benefits for the business.

At AGL, we offer a wide range of benefits including:

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Participate in Energise - our reward & recognition program.
• Access 20 weeks of paid parental leave for the primary carer.
• Access to an additional week of recharge leave per year.
• Play an active role in our diversity & inclusion initiatives.
• Novated leasing and Electric Vehicle subscriptions.
• Access to study assistance, AGL's share purchase plan and insurance deals.

*Benefits may change over time and vary based on role type and location

If you're excited by the opportunity to use data and insights to improve customer experience and operational performance, we'd love to hear from you.

Applications close: Sunday 1st March.

Join the change. Electrify your future!

We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we'd like you to join us. Whether you're on‑site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we'll back you every step of the way as you build your career.

Inclusion at AGL

At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.

We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers

Our pre‑employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary. The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy. AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location: Docklands VIC 3008

Job Family Group: Business and Organization Analysis Management

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