Contact Centre Technology Analyst

2 weeks ago

Canning Vale, Australia APM Full time

Forget everything you know and expect about a call centre customer service environment. This is an environment where people are encouraged to be creative and where quality outcomes for customers and clients is the focus.

A key member of the Client Services team, you will be responsible for generating innovative ideas, unpacking root cause and implementing resolutions that improve the team’s technical services and systems to make positive change to the customer experience.

**Day to day you will**:
Manage the performance of the Client Services technology system

Optimise call-handling processes through monitoring dropped calls, abandoned rates, etc.

Continually improve systems and processes to improve customer outcomes and satisfaction

Deliver insights and provide recommendations for process re-design and improvements

Manage adds, moves, changes to phone systems from needs analysis through to implementation

What’s in it for you
Working in the Canning Vale office, a purpose-built corporate office for our Customer Service team, you will have access to free parking, fresh fruit, Friday afternoon socials and more.

This permanent position has been endorsed to support an expanding Customer Service Centre to meet the needs of APM Group across Australia and New Zealand. As an organisation, APM Group has grown exponentially over the past 18 months and continues to grow.

You will have the flexibility in this role to support your ongoing personal commitments. Working across Monday to Friday only, we can work with you to plan hours that suit your needs.

Experience you'll have

Demonstrated understanding and experience working with Contact Centre technologies

Business / Technology Analyst experience

Demonstrated success in delivering mid to large technology projects within scope

Experience in implementing a new telephony system

Demonstrated successful stakeholder engagement skills

About APM Group
We’re a diverse team of over 9,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.

Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health and wellbeing, and increased social participation.

When you join APM, there’s an opportunity to grow your career in Human Services, across multiple global brands and geographies. You can expect a great work-life balance, extensive learning opportunities, networking programs and employee benefits. But most of all you can expect to make a lasting impact on the lives of others, who rely on our services.

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