Telephony Analyst

At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there’s flexibility for balance and the support you need. We know that flexible work comes in different forms, that’s why we’re embracing hybrid teams - enabling employees to maintain a balance of working both in the office and remote, supporting the needs of both the business and individual.

So, come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health. Let’s care for everyone’s tomorrow so we can create a better future together.

**Telephony Analyst | QLD, SA, NSW, VIC**
- Put the customer at the heart of everything you do
- Feel empowered to make a positive impact
- Be trusted to do what’s right

**What if you could put the customer at the heart of everything you do?**

The primary purpose of this role is to support the Workforce Planning Lead and be the central link between the business functions for the Customer Experience Centre (CEC) and Underwriting Services (UWS) and the Voice team across four onshore and two offshore sites and multi-channel call demand. The role will support the delivery and advise on the strategy associated with Interactive Voice Response (IVR) design, telephony and associated governance and processes.

The role will also be responsible to review, maintain and optimise current telephony technology design, along with the creation and management of all associated telephony processes

**You'll be responsible for**:

- Support business initiatives and technology rollouts across contact centre and underwriting services 
- Review all aspects of IV and telephony processes and configuration, recommend and implement changes to align with industry best practice and optimal customer outcomes such as reducing unnecessary transfers 
- Establish and maintain documented, effective and compliant telephony processes along with associated controls and governance 
- Optimise and maintain Business Advocate and Virtual Hold Technology (VHT) solutions 
- Create and maintain a documented source-of-truth for all IVRs, phone numbers, VDNs, vectors, announcements, operating hours and skills 
- Support any required PDDD IVR reviews 
- Create and develop data collection, telephony analysis and reporting methods and tools 
- Coordinate and facilitate of telephony change requests 
- Represent and complete work as a Telephony/ IVR SME for all projects 
- Build and maintain relationships with internal and external stakeholders in relation to telephony pipeline 
- Assist in the planning, implementation, testing and monitoring of telephony changes 
- Provide support for initial diagnosis and troubleshooting of telephony issues 
- Provide recommendations to stakeholders on telephony related matters to support customer centric business decisions 
- Provide insight, advice and expertise on optimising efficiencies within Telephony processes and systems 
- Provide input and influence telephony infrastructure decisions supporting alignment to
Workforce Planning strategy

**Important to your success**:

- Demonstrated resilience, complex problem solving and organisational skills
- Advanced skills in Aspect WFM
- Strong analytical and problem-solving skills - can you think outside the square?
- Excellent time management skills, with the ability to manage both short and long-term tasks simultaneously
- Thrives in environments of change
- Comprehensive understanding of best practice workforce management concepts
- Ability to convey confidence and clarity in your communications - in both verbal and written forms
- Demonstrated strong business planning, processes and operations management skills 
- Demonstrated knowledge of IVR and other voice technologies including Business Advocate and Virtual Hold (VHT) 
- Highly desirable experience working with Avaya Site Administration (read-only access), Avaya CMS Supervisor and Avaya one-X
- Demonstrated technical proficiency with Contact Centre technologies
- Demonstrated IVR experience including end-to-end design, call tracing, reporting and log analysis
- Highly developed analytical, conceptual, 'first principles problem-solving skills, combined with a curious and creative mind-set 
- Excellent verbal, written and interpersonal communications skills
- Advanced knowledge of Microsoft Office 365, in particular Microsoft Excel Proven ability to manage change across complex business and multiple sites
- High level of attention to detail, accuracy, and thoroughness

**What's on offer?**
- Work with an award-winning Contact Centre
- We embrace change and are committed to transforming the industry so our customer