Channel Performance Analyst

4 days ago

Melbourne, Victoria, Australia Australia and New Zealand Banking Group Limited Full time

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Channel Performance Analyst

Department: AR Contact Centre

Division: Australia Retail

Location: Melbourne

About Us

At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role

As a Channel Performance Analyst in our Operational Performance Delivery team in the Contact Centre, you will apply your expertise in contact centre operations and telephony systems to design, implement, and optimize inbound and outbound routing strategies.

Collaborating with our technology partners, you will ensure solutions meet the needs of both customers and bankers, enhancing performance and the overall customer experience. Working with key stakeholders, you'll refine processes, improve system capabilities, and drive continuous improvements across telephony and channel routing solutions.

Additionally, you will provide support for Outbound operations within the Customer Contact Centre by stepping in when necessary to maintain continuity and boost efficiency. This includes managing outbound campaigns, from creation and maintenance to the retirement of campaigns.

Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you'll be building your future, while helping to build ours.

Role Type: Permanent
Role Location: 833 Collins Street, Docklands VIC 3008
Work Hours: Full-time, 40hrs/week

What will your day look like?

Your key responsibilities will include:

  • Optimizing channel performance and recommending improvements to routing strategies and configurations.
  • Collaborating with cross-functional teams to enhance channel effectiveness and customer experience.
  • Assisting with testing and implementing new channel technologies, upgrades, and integrations.
  • Identifying and mitigating risks related to channel performance, compliance, and data security.
  • Building relationships with stakeholders to balance business demands with customer initiatives.
  • The smooth operation of Outbound work for all Outbound teams in the Contact Centre.
  • Monitoring and managing outbound campaigns, including creation, maintenance, and retirement of campaigns.
  • Driving continuous improvements in inbound and outbound operations to increase efficiency.
  • Supporting leaders in the inbound and outbound space as needed to align with business objectives.
What will you bring?

To grow and be successful in this role, you will ideally bring the following:

  • In-depth understanding of call centre technologies, including routing, IVR, and dialler systems.
  • Strong grasp of contact centre analytics and performance metrics.
  • Excellent business analysis and decision-making skills, with the ability to align technical solutions with business needs.
  • Proven ability to collaborate with cross-functional teams & stakeholders to drive alignment between technology and business goals.
  • Maintaining a risk mindset, proactively identifying potential risks in channel performance, technology changes, and compliance issues, and taking steps to mitigate these risks.

You're not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us?

From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. You'll feel it too. Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'. We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ, you'll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That's because we're committed to building a workplace that reflects the diversity of the communities we serve. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you're a candidate with a disability or access requirement, and have an enquiry about the support provided, please let us know on your application or visit ANZ Accessibility and Inclusion Programs for alternate contact methods.

To find out more about working at ANZ, visit https://www.anz.com.au/careers. You can apply for this role by visiting ANZ Careers and searching for reference number 88970.

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