Telephony Performance Specialist

2 days ago

Brisbane, Queensland, Australia beBeeAnalyst Full time $128,076
Job Opportunity

The Telephony Real-Time Analyst plays a crucial role in the success of our contact centre operations.

  • Monitor call centre performance using telephony tools and dashboards to identify trends and potential issues in real-time.

Key Responsibilities:

Performance Analysis and Improvement
  • Generate regular reports and insights into service performance, enabling data-driven decision-making.
  • Analyse data to identify areas for improvement and recommend actionable solutions to enhance customer satisfaction and efficiency.
Collaboration and Communication
  • Effectively communicate findings and recommendations to stakeholders, ensuring seamless collaboration across departments.
System Administration
  • Assist with the administration and maintenance of telephony systems and software, ensuring accuracy and integrity of data.

Requirements:

  • Minimum 2 years of experience in a telephony real-time analyst role or a similar analytical position within a contact centre environment.
  • Strong analytical skills with the ability to interpret data and identify trends, driving business growth and improvement.
  • Proficiency in using telephony monitoring and reporting tools (e.g., Genesys, Avaya).

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