Service Solutions Expert

2 weeks ago

Sydney, New South Wales, Australia beBeeExpert Full time $90,000 - $150,000

Job Title:

Service Solutions Expert

We are seeking a skilled Service Solutions Expert to join our team. This is an exciting opportunity to contribute to the success of our organisation and make a positive impact on our members.

  • Implement contact centre technology across member, employer, and insurance channels.
  • Monitor daily performance metrics to identify trends and drive service improvements.
  • Collaborate with internal teams and partners to assess service impacts and deliver actionable insights.
  • Provide input into initiatives, ensuring data-driven decisions and effective execution.
  • Lead optimisation efforts across platforms like LivePerson and Amazon Connect.
  • Act as the primary liaison with Catalyst and the Data team to align on shared goals and reporting.
  • Represent the Service Technology team in cross-functional forums and strategic projects.
  • Identify service pain points and translate them into improvement initiatives.
  • Maintain the call listening library and manage task tracking via Jira.
  • Validate campaign automation in Snowflake and coordinate seasonal messaging.
Key Qualifications:
  • Strong knowledge of superannuation administration, rules, and performance metrics.
  • In-depth understanding of contact centre operations and technologies.
  • Excellent collaboration skills across multiple stakeholders and partners.
  • Strong written and verbal communication skills.
  • Solid analytical, problem-solving, and strategic thinking capabilities.
  • Proficient in Confluence, JIRA, and project methodologies (Agile & Waterfall).

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