Telephony Real Time Analyst Settlements

14 hours ago

North Lakes, Australia Auto & General Holdings Full time

The Telephony Real-Time Analyst plays a critical role in supporting the Recoveries and Settlements claims operations department by providing real-time insights into call centre performance and identifying areas for improvement. This role requires a strong analytical mind, excellent communication skills, and a passion for driving operational efficiency.
Minimum 2 years of experience in a telephony real-time analyst role or a similar analytical
position within a contact centre environment.
? Strong analytical skills with the ability to interpret data and identify trends.
? Proficiency in using telephony monitoring and reporting tools (e.g., Genesys, Avaya).
? Excellent communication and interpersonal skills, with the ability to effectively
communicate with stakeholders at all levels.
? Strong problem-solving and decision-making skills.
? Ability to work independently and as part of a team.
? Experience with data visualisation tools (e.g., Power BI, Google suite).
? Knowledge of contact centre best practices and quality assurance principles.
**Collaboration and Communication**:

- Effectively communicate findings and recommendations to the Claims Operations
team and other stakeholders.
- Collaborate with other departments to ensure alignment and support for contact
centre initiatives.
- Support telephony initiatives to ensure business requirements are articulated and
understood, testing is completed and teams understand any changes occurring.
- Proactively identify and address any potential issues or concerns.
- Making informed decisions about the prioritisation of capability development
- Monitoring and evaluating capability development progress by tracking progress
against goals and making adjustments as needed.

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