Contact Centre Performance Expert

2 weeks ago


Brisbane, Queensland, Australia beBeePerformance Full time
Telephony Performance Specialist

The successful candidate will be responsible for monitoring and analysing contact centre performance in real-time. They will work collaboratively with the leadership team to identify trends and potential issues, and provide actionable insights to drive business growth.

Key Responsibilities:
  • Performance Monitoring:
    • Monitor key performance indicators (KPIs) such as call volume, handle time, and average speed of answer to identify areas for improvement.
    • Use data analytics tools to track and analyse performance metrics, identifying trends and potential issues.
  • Reporting and Insights:
    • Develop and maintain reporting templates and dashboards to meet the needs of the leadership team.
    • Provide regular reports and insights into service performance, highlighting areas for improvement.
  • Collaboration and Communication:
    • Effectively communicate findings and recommendations to the leadership team and other stakeholders.
    • Collaborate with other departments to ensure alignment and support for contact centre initiatives.
  • System Administration:
    • Assist with the administration and maintenance of telephony systems and software.
    • Stay up-to-date on the latest telephony technologies and trends.


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