Contact Centre Reporting Officer

2 days ago

Newstead, Australia Aveo Full time

**Kindness l Care l Respect**

In this exciting role, you will support the Contact Centre Management with performance analysis of Internal Processes and Customer behaviour analysis. Identify opportunities for continuous improvement within the Contact Centres business processes and customer management process, ensuring Constant monitoring and reporting. Participate in a strong internal service culture, ensuring a service delivery approach that is responsive to the operational and strategic needs of the organisation

**About this role**:

- Assist in developing team capability through documentation of processes, sharing of knowledge and mentoring other staff.
- Management of Contact Centre data driven reporting
- Participate as required in improving system driven reporting, including Team and Individual performance reporting
- Build relationships and work with key stakeholders to identify new opportunities for business improvement
- Recognising and promptly advising Contact Centre management of potential problems and of potential business opportunities
- Engage in analysing Contact Centre compliance reporting requirements when requested
- Demonstrated ability to engage in stakeholder management, and the ability to confer business requirements into MS-based solutions
- Ability to communicate technical ideas clearly and concisely both verbally and in writing
- Demonstrated ability to act independently to identify and resolve problems

**You'll have the following attributes**:

- Minimum 2 years' experience in similar role
- Business Analyst experience
- Exposure to Dynamics CRM (development, integration, configuration or administration (2009, 2011) highly regarded
- Previous web chat or web service experience in a contact centre
- Strong customer facing skills, with previous experience in a consulting role highly desirable
- Knowledge of consumer service principles and practices
- Exposure to Genesys system highly regarded
- Ability to think laterally and problem solve
- SharePoint 2010, 2013 exposure
- Fully Vaccinated against COVID-19

**About Aveo**:
Aveo is a leading and trusted owner, operator and manager of retirement communities across Australia.
Aveo's philosophy is underpinned by a commitment to grow with older Australians by inspiring greater living choices. We currently do so for over 12,000 residents across 90 plus retirement communities across Australia.
Aveo's vision is to be Australia's leading and most innovative seniors living provider. Our mission is to honour and serve the residents through Kindness, Care and Respect.

**Aveo Benefits**
- Up to 8 weeks paid parental leave
- 2 additional 'All About Me' leave days per calendar year
- Ability to purchase additional annual leave
- Parental Leave available
- **Short Term Incentive (Annual Bonus Scheme)**:

- Opportunities for further career development
- Aveo Benefits - access to exclusive savings on hundreds of retailers, products & services
- **Employee Referral Program, earning you up to $1000**

**Applications will be considered as they are received, and interviews will be arranged accordingly.

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