Contact Centre Analyst

3 months ago

Bendigo, Australia Bendigo & Adelaide Bank Full time

**Your new role with Bendigo Bank is just a few clicks away.**

Position Description: PD - Customer Contact Analyst & Insights September 2024.pdf

Customer Contact interacts with more than 1million customers every year. This division represents the highest volume of customer contact presently, with a view that the business will expand into messaging in FY25. With the implementation of AWS Connect, the access to more data than ever before, we now can utilise this to deliver data driven insights, make changes and influence future technology investments.

As **Customer Contact Analyst & Insights**, you will review contact centre data to help identify insights which will enable the business to design meaningful change for our colleagues across Customer Contact and support better customer outcomes for the future.

Reporting to the Senior Manager Contact Enablement you identify common themes, identify risks, prepare reporting and present commercially sound recommendations to the business to help drive continuous improvement.

You will build relationships with key stakeholders, teams and system owners to work effectively, leaving no source untapped for information. Ultimately, this role will directly influence the customer experience and contribute to our NPS results as an enterprise.

**As our new Analyst, you will bring the following skills and experience**:

- Deep understanding of contact centre operations, processes and customer segments.
- Leverage automation for reporting to enable self-service analytics by stakeholders.
- Develop commercial solutions based on data to support the customer contact strategy.
- Strong written and verbal communication skills to present information and insights in everyday language to enable decision making.
- Demonstrated ability to manage own resilience and work.
- Experience with CRM systems, SQL and AWS Amazon Connect is desirable.

This is an excellent opportunity for an experienced Analyst looking to make a difference. In return for your curious approach to customer centric problem solving, we offer flexible work options that put our people first including a hybrid model with a minimum of 2 days in a local Head Office each week.

**About Bendigo Bank**

With over 7,000 employees, we are Australian’s fifth largest retail bank with a vision our purpose - ‘to feed into the prosperity of our customers and communities, not off it’. We are one of Australia’s most trusted brands and this isn’t something we take lightly, which means Bendigo Bank is the Bank you can be proud to work at

**Our perks and benefits**:
Belong to a wonderful team of people. Know how we know they’re great to work with? They told us Great benefits, work life balance and flexibility
- Bendigo Bank supports ongoing development, with the potential for a portion of education fees being reimbursed by the bank. We want you to be the best version of you, and to help you achieve that
- We know the last few years have been rough, so we have partnered with **Sonder** as our EAP provider that is so much more than just one-on-one counselling. At the touch of a button, you will have access to self-help 24/7 or you can live chat with a team of safety, medical, and mental health professionals to assist with anything life throws at you.

So, what are you waiting for? Come and join the better big bank

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