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Outbound Optimisation Analyst

3 weeks ago

Melbourne, Australia Bupa Full time

An exciting opportunity has become available in our Customer & Business Operations (CBO) - Outbound Operation team as the Outbound Optimisation Analyst. Reporting to the Outbound Optimisation Lead, this position is responsible for the operation of the automated dialler and its campaigns across the business unit.

With a focus on executing daily plans, the role will ensure that all outbound activities are run to maximise productivity, sales and contacts. The role will devise dialler strategies in consultation with Campaign Managers and data analysts to ensure seamless implementation of dialler strategies confirming all leads are dialled as per the business strategic outcomes.

**How will I help?**

Key accountabilities include:

- Real time management of outbound lists. Delivering effective dialling strategies to enhance the success of multiple outbound campaigns.
- Confirming campaigns are set up and running correctly, changing skills and strategies throughout the day.
- Manage resources by moving them between campaigns to keep Attempt Rate, Contact Ratios under control.
- Co-ordinate with appropriate teams for new development, testing and implementation of campaigns.
- Maintain/update dialler settings as needed to maximise scheduling to cover all operating hours, maximizing production (total dials) and efficiency.
- Always ensure adequate staffing to meet Spin Rate & Contact Ratio objectives, including adherence to break schedules.
- Provide reporting and performance monitoring to internal departments using data drawn from diverse sources.
- Carry out the audit of various leakages, non-adherence and attendance related data points.
- Data churning & data cleansing: Identify which customers to dial “BTTC (best time to call)” and churn rates to reach our customers with less attempts

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will collaborate strongly with colleagues who are committed to delivering exceptional experiences. We trust, respect and consider everyone, knowing your difference will make the difference.

**What do I need?**
- Previous outbound management experience within large contact centres.
- Experience in Genesys, Aspect / Alvaria Workforce Management highly desirable
- Experience in a Sales, Retention and target driven contact centre environment.
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines & desired outcomes.
- Well-developed analytical and problem-solving skills, with proven ability to adopt a pro-active stance towards business issues
- Demonstrated ability to communicate effectively with people at all levels to achieve the task at hand and to work under pressure whilst continuing to make effective decisions.
- Agile / waterfall project exposure etc.

**What is it like to work there?**

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical, and hearing services.

Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.