Telephony Performance Specialist

6 days ago

Brisbane, Queensland, Australia beBeePerformance Full time $80,000 - $110,000

Telephony Performance Specialist

Our team is seeking a highly analytical and detail-oriented Telephony Performance Specialist to join our dynamic Claims Operations department. As a Telephony Performance Specialist, you will play a critical role in supporting the claims operations process by providing real-time insights into call centre performance and identifying areas for improvement.

Key Responsibilities:

  • Monitor call centre performance in real-time using various telephony tools and dashboards, including analyzing call volume, handle time, average speed of answer, and other key metrics.
  • Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers.
  • Analyze data to identify areas for improvement and recommend actionable solutions.
  • Develop and maintain reporting templates and dashboards to meet the needs of the Claims Operations team, as well as generating regular reports and tracking KPIs.
  • Collaborate with the Claims Operations 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.
  • Ensure the accuracy and integrity of data within the telephony systems.
  • Effectively communicate findings and recommendations to the Claims Operations team and other stakeholders, including collaborating with other departments to ensure alignment and support for contact centre initiatives.

Requirements:

  • Minimum 2 years of experience in a telephony real-time analyst role or a similar analytical position is preferred.
  • Able to demonstrate resilience and adaptability in a fast-paced environment, while maintaining effectiveness and composure under pressure and consistently delivering results.
  • Strong analytical skills with the ability to interpret data and identify trends.
  • Proficiency in using telephony monitoring and reporting tools and experience with data visualisation tools.
  • Excellent communication and interpersonal skills, and able to effectively communicate with stakeholders at all levels, along with strong problem-solving and decision-making skills.
  • Knowledge of contact centre best practices and quality assurance principles.

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