Senior Contact Centre Technologist

1 week ago

Sydney, New South Wales, Australia beBeeServiceSolutions Full time $120,000 - $140,000

We are looking for a highly skilled Service Solutions Specialist to join our Operations team.

Key Responsibilities
  • Maintain contact centre technology across member, employer, and insurance channels.
  • Analyse daily performance metrics to identify trends and drive service improvements.
  • Collaborate with internal teams and partners to assess service impacts and deliver actionable insights.
  • Contribute to initiatives by providing SME input, ensuring data-driven decisions and effective execution.
  • Lead optimisation efforts across platforms like LivePerson and Amazon Connect.
  • Serve as the primary liaison with Catalyst and the Data team to align on shared goals and reporting.
  • Represent the Service Technology team in cross-functional forums and strategic projects.
  • Identify service pain points and develop improvement initiatives.
  • Manage the call listening library and track tasks via Jira.
  • Validate campaign automation in Snowflake and coordinate seasonal messaging.

This is an excellent opportunity to leverage your expertise in contact centre operations and technologies, along with your exceptional communication and problem-solving skills.

The successful candidate will have a solid understanding of superannuation administration, rules, and performance metrics, as well as experience managing financial and performance analysis in project environments.

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