Dialler Analyst

Will you actively create a healthier future for tomorrow?
At Medibank we're encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers.

As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders.

We are working hard to create an inclusive workplace and develop Indigenous careers.

The role

You will work closely with the Planning Team to balance workforce management to ensure optimal utilization of resources, balance system interactions that integrate with the dialler and to support service level objectives allowing for accurate and effective schedule production in line with forecasted requirements.

Another key responsibility of your role is to ensure strategic goals are met through collaborative planning and forecasting, as well as effective communication with strategic partnerships throughout the business.

You will ensure the dialler is performing at peak efficiency, and our systems are in line with each other for peak performance, drive and analyse telephony data to identify trends for process improvement initiatives as needed.

Some of the other key responsibilities:

• Assist in the planning, implementation, testing, and monitoring of all Dialler systems
• Review and analyse campaign results and adjust to provide maximum performance
• Manage daily dialler campaigns to ensure business strategies are implemented and operating as designed
• Intraday management and pacing of the dialler
• Provide feedback and recommendations on dialler/campaign changes to support contact rates and other performance indicators
• Be first point of escalation when the Dialler system is down or not functioning as planned
• Maintain/updates dialler settings as needed to maximise contact rates and efficiency
• Real time monitoring scheduling adjustments based on contact centre performance and staffing schedule to assure service levels are consistently met
• Recommendations for campaign manipulation, via both inbound & outbound strategies, to achieve desired targets
• Provide detailed trend analysis of call volumes, AHT, shrinkage, Grade of Service performance and other metrics as required, to improve forecasting accuracy and productivity
• Facilitate a level of adhoc reporting

About You

• Genesys Dialler knowledge referrable
• SQL experience is highly desirable
• High level of attention to detail, accuracy and thoroughness
• Organisation and time management skills
• Solid interpersonal and customer service skills for effective communication with all employee levels
• Problemsolving and analytical skills
• Strong knowledge of predictive, blended, IB and OB dialler systems
• Contact centre dialler administration experience required
• Ability to prepare and present timely and accurate analysis and recommendations to the team, managers and senior management

A career with us
At Medibank, we believe work is something we do, not somewhere we go.

Our modes of working - Collaboration, Connection and Concentration - help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives.

To find out more click here.

**To start small and impact bigger.

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