Contact Center Operations Analyst

6 days ago

Padstow, Australia O'Brien Glass Industries Limited Full time

Looking for a place where you can grow? How about an organisation that values their people, invests in community, is passionate about diversity and inclusion, and has a commitment to our environment? If this resonates, then we have an opportunity for you.

**The Role**

We are currently seeking a skilled business analyst with experience in contact centre operations and technology implementation. The role will report to the Workforce Planning and Analytics Manager and will support delivery a variety of BAU, key project and technology initiatives. Key duties and responsibilities include:

- Supporting planning, change management, and performance improvement initiatives
- Actively deliver scoping, business analysis, UAT and implementation for Centre optimisation and WFP projects
- Oversee and manage data collection, analysis and modelling of performance statistics to inform business case development and drive operational efficiencies
- Manage and maintain IVR platform, marketing messages in liaison with the Marketing Team and Voice Talent vendor

**The Perks**

O’Brien® is committed to giving you fantastic benefits, a platform for development and working with you to grow your career. To support this, we offer:

- Flexibility including working from home and hybrid working arrangements
- Opportunities for growth and development via live, virtual, and self-paced online training
- Regular competitions, social events, and wellbeing initiatives
- Employee discounts on glass repair/replacement
- A range of recognition and reward initiatives

**What we are looking for**

At O’Brien® we are Caring, Collaborative, Genuine and Driven. We call this our DNA, and it’s what we look when finding and growing our team members. If you fit the DNA, you’ll fit here.In conjunction we are needing someone with:

- Demonstrated experience working as a business analyst (3+ years)
- Demonstrated experience in effective project management
- Strong organisational skills and attention to detail
- Highly developed communication skills (written and verbal)
- Strong and proven stakeholder engagement skills

As part of Belron®, the world's leading glass specialists operating in 35 countries, O'Brien® put our customer at the heart of everything that we do. We serve more than 300,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. We are a highly successful business, and we need talented people like you to keep us strong. We strive to create a work experience where you can be yourself, achieve great things and feel inspired. A workplace where you can be your best you.

O’Brien® is an equal opportunity employer. We celebrate diversity and are committed to create an inclusive environment for all employees. Our goal is to be a diverse workforce that is representative of the communities we serve. If you don’t quite meet all of the criteria, but feel like you could make a difference at O’Brien, get in touch.

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