Telephony Real Time Analyst

2 months ago

North Lakes, Australia Auto & General Insurance Full time

**The role**

As our new Telephony Real-Time Analyst, you will play a critical role in supporting the Recoveries and Settlements claims operations department by providing real-time insights into call centre performance and identifying areas for improvement.

You will:

- Monitor call centre performance in real-time using various telephony tools and dashboards including analysing call volume, handle time, average speed of answer, and other key metrics
- Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers
- Analyse data to identify areas for improvement and recommend actionable solutions
- Develop and maintain reporting templates and dashboards to meet the needs of the Claims Operations team as well as generating regular reports & reporting to track KPI’s
- Collaborate with the Claims Operations leadership team to identify and implement strategies to improve contact centre efficiency and customer satisfaction
- Analyse call recordings and feedback to identify areas for training and coaching
- Ensure the accuracy and integrity of data within the telephony systems
- Effectively communicate findings and recommendations to the Claims Operations team and other stakeholders including collaborating with other departments to ensure alignment and support for contact centre initiatives
- Support telephony initiatives to ensure business requirements are articulated and understood, testing is completed and teams understand any changes occurring.Make informed decisions about the prioritisation of capability development

**What experience you’ll bring**
- Minimum 2 years of experience in a telephony real-time analyst role or a similar analytical position preferred
- Able to demonstrate resilience and adaptability in a fast-paced environment, while maintaining effectiveness and composure under pressure and consistently delivering results
- Strong analytical skills with the ability to interpret data and identify trends
- Proficiency in using telephony monitoring and reporting tools and experience with data visualisation tools
- Excellent communication and interpersonal skills, and able to effectively communicate with stakeholders at all levels along with strong problem-solving and decision-making skillsKnowledge of contact centre best practices and quality assurance principles

**Our Perks**
- **Location **- **North Lakes**:

- Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.
- **Be rewarded**:

- we recognise high performance and reward our people for their hard work through bonuses and other perks.
- **Options for leave**:

- life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- **Grow with us**:

- we’ve got learning and professional development opportunities to suit everyone.
- **Give back**:

- our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- **Take care of yourself**:

- your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- **Celebrate the wins**:

- we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- **Save money**:

- as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

**About us**

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

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