Telephony Data Insights Specialist

2 weeks ago

Brisbane, Queensland, Australia beBeeAnalysis Full time $128,076
Telephony Real-Time Data Analyst

About the Role:

This role serves as the primary point of contact for monitoring key performance metrics and identifying trends and potential issues in real-time.

The ideal candidate will be required to operate across multiple sites, utilizing various telephony tools and dashboards to monitor call centre performance.

  • Key Performance Monitoring:
    • • Monitor call volume, handle time, average speed of answer, and other key metrics to identify trends and potential issues.
    • • Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers.
  • Data Analysis And Insights:
    • • Generate regular reports and analytics to track key performance indicators (KPIs) and provide insights into service performance.
    • • Analyze data to identify areas for improvement and recommend actionable solutions.
    • • Develop and maintain reporting templates and dashboards to meet the needs of the team.
  • Performance Optimisation:
    • • Collaborate with the leadership team to identify and implement strategies to improve contact centre efficiency and customer satisfaction.
    • • Analyze call recordings and feedback to identify areas for training and coaching.
  • System Administration:
    • • Assist with the administration and maintenance of telephony systems and software.
    • • Ensure the accuracy and integrity of data within the telephony systems.
    • • Stay up-to-date on the latest telephony technologies and trends.

Requirements:

  • Minimum 2 years of experience in 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.
  • Excellent communication and interpersonal skills, with the ability to effectively communicate with stakeholders at all levels.
  • Strong problem-solving and decision-making skills.
  • Ability to work independently and as part of a team.
  • Experience with data visualisation tools.

Benefits:

  • Location – This role is based at our North Lakes office.
  • Competitive compensation package.
  • Opportunities for professional development and growth.
  • A supportive and collaborative work environment.
  • Flexible work arrangements.
  • Recognition and reward programs.

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