Real-time Contact Centre Performance Specialist

11 hours ago

Brisbane, Queensland, Australia beBeeTelephony Full time $128,076
Job Title: Telephony Performance Analyst

The successful candidate will play a key role in monitoring and analysing contact centre performance, working closely with the leadership team to identify trends and areas for improvement.

  • Collaborate with cross-functional teams to drive business outcomes and improve operational efficiency.
  • Develop and maintain reporting templates and dashboards to provide insights into service performance.
  • Identify opportunities for process improvements and implement changes to drive customer satisfaction and revenue growth.

Key Performance Indicators (KPIs) include:

  • Call volume and handle time
  • Average speed of answer and call abandonment rates
  • Customer satisfaction scores and net promoter ratings

Requirements include:

  • Strong analytical and problem-solving skills
  • Ability to communicate complex data insights to stakeholders
  • Experience with telephony systems and software
  • Proven track record of driving business outcomes through data-driven decision making

Benefits include:

  • Competitive salary and bonus structure
  • Opportunities for professional development and growth
  • Flexible working arrangements and work-life balance

Additional responsibilities may include:

  • Assisting with the administration and maintenance of telephony systems
  • Staying up-to-date on the latest telephony technologies and trends
Key Skills:
  • Analytical and problem-solving skills
  • Communication and interpersonal skills
  • Technical skills, including experience with telephony systems and software

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