Real-Time Performance Specialist

2 days ago

Brisbane, Queensland, Australia beBeeAnalyst Full time $80,000 - $120,000
Real-Time Performance Analyst

This role requires a high level of analytical and problem-solving skills to monitor key performance metrics, identify trends, and provide insights into service performance.

  • The successful candidate will work closely with the Motor Claims Operations Leadership Team to collaborate on identifying and implementing strategies to improve contact centre efficiency and customer satisfaction.
  • They will be responsible for analysing call recordings and feedback to identify areas for training and coaching, ensuring the accuracy and integrity of data within telephony systems.
Key Responsibilities:
  • Monitor call centre performance in real-time using various telephony tools and dashboards.
  • Analyse data to identify areas for improvement and recommend actionable solutions.
  • Develop and maintain reporting templates and dashboards to meet the needs of the team.
Required Skills and Qualifications:
  • 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.
  • Proficiency in using telephony monitoring and reporting tools (e.g., Genesys, Avaya).
Benefits:
  • Location – This role is based at our North Lakes office, close to home and within walking distance to some of the north side's best retail outlets, restaurants and other amenities.
  • Be rewarded – we recognise high performance and reward our people for their hard work through bonuses and other perks.
About Us:

We are a leading provider of insurance products and solutions, dedicated to safeguarding a brighter future for our customers and community. Our range of general insurance products includes car, motorcycle, home, contents pet and travel products, delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands.

Our goal is to create a great place to work for all, fostering an inclusive culture that values individual differences. We're excited about the future and always looking for talented individuals who can help us achieve our goal of being Australia's best insurer.

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