Telephony Data Insights Analyst

6 days ago

North Lakes, Queensland, Australia Auto & General Full time

As a key member of our Recoveries and Settlements claims operations department, you will play a critical role in driving business success by providing real-time insights into call centre performance. This position requires strong analytical skills to identify areas for improvement and recommend actionable solutions.

Key responsibilities include:

  • Monitoring Call Centre Performance: Utilize various telephony tools and dashboards to analyse call volume, handle time, average speed of answer, and other key metrics in real-time.
  • Performance Deviation Identification and Escalation: Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers.
  • Data Analysis and Recommendations: Analyse data to identify areas for improvement and recommend actionable solutions to enhance contact centre efficiency and customer satisfaction.
  • Reporting and Dashboard Development: Develop and maintain reporting templates and dashboards to meet the needs of the Claims Operations team and generate regular reports to track KPI's.
  • Collaboration with Leadership Team: Work closely with the Claims Operations leadership team to identify and implement strategies to improve contact centre efficiency and customer satisfaction.
  • Analytical Skills and Communication: Apply strong analytical skills to interpret data, identify trends, and effectively communicate findings and recommendations to stakeholders.

This role is ideal for individuals with a minimum of 2 years of experience in a telephony real-time analyst role or a similar analytical position. You should possess strong analytical skills, proficiency in using telephony monitoring and reporting tools, and excellent communication and interpersonal skills.

The successful candidate will be rewarded with a competitive salary of $80,000 - $110,000 per annum, depending on experience, and a range of benefits including opportunities for professional development, a healthy work-life balance, and a dynamic work environment.

About Us

Auto & General is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. We are committed to fostering an inclusive culture that creates a great place to work for all.

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