Outbound Process Analyst

2 months ago

Melbourne, Australia Bupa Full time

**What’s** your role?**

Reporting to the Outbound Optimisation Lead, this role is responsible for the development, maintenance, and enhancement of CBOs outbound contact strategies across multiple platforms and media types. This will be achieved through a combination of data manipulation, commercial acumen, a comprehensive understanding of operational efficiencies alongside Bupa’s internal processes and the broader health insurance market.

The SAS Data Analyst will work to ensure that all campaigns are optimised for speed and robustness always ensuring reliability and accuracy.

**What will your day look like?**
- Development of optimised SAS code in line with business requirements and best-in-class practices
- Work to optimise existing processes, improve efficiency, and increase robustness of business-critical processes
- Ensure alignment to Bupa’s risk governance and documentation standards
- Working with business partners to ensure clear comprehensive documentation of requirements and processes
- Continuous improvement of how these strategies integrate into existing technologies and structures, spanning contact centre diallers, SMS, web chat and new digital technologies as they arise
- Drive commercial performance by balancing net growth opportunities and operational efficiency to ensure the execution of leads
- Develop new outbound strategies in response to business objectives, with a strong focus on customer outcomes

**What will you bring?**

If some of the skills and experiences outlined below resonate with you, we’d love to hear from you
- Business relevant qualification (e.g., Data, Finance, Engineering, Science, Management, etc.) - Advanced experience in SAS required
- Strong understanding of ETL processes.
- Experience in contact centre operations or back-of-house processing environment would be beneficial
- Proven ability to analyse data and present granular or technical data in an effective and reliable manner.
- Establish good relationships to people at all levels, with an ability to proactively engage and collaborate with stakeholders across the organisational structure.
- Focuses on stakeholder needs and satisfaction, setting high standards for quality and quantity
- Manages time effectively to meet deadlines and milestones.
- Capability of working with a high degree of complexity and ambiguity, whilst delivering rapid, accurate and impactful results

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