Real Time Dialer Analyst

2 weeks ago

Melbourne, Australia ANZ Banking Group Full time

**Req ID**: 49198

**Department**: AR Contact Centre

**Division**: Australia Retail

**Location**: Melbourne
About the role

At ANZ our purpose is to shape a world where people and communities thrive. We’re making this happen by improving the financial wellbeing and sustainability of our customers so they can achieve incredible things
- whether they’re buying a home, building a business or saving for things big or small.

The Real Time Dialer Analyst is critical to making this happen and will support the outbound operations of the Customer Contact Centre by acting as a central contact for all business units to them in meeting the goals of their Outbound dialing campaigns. Functioning as a SME for Outbound work, this role will seek to improve the function by improving the efficiency of our Outbound teams and provide insights into their daily operations.

**The role accountabilities will include**:
The smooth operation of Outbound work for all Outbound teams in the Contact Centre
Ensuring accurate reporting is produced daily and assisting in creating new reports as per business needs and requirements
Monitoring of Outbound campaigns, including assisting with the process of creating new, maintaining current, and retiring old campaigns
Continuous improvements on existing Outbound techniques and operations to improve efficiency and productivity
Supporting the leaders in the Outbound space as requested in line with business practices
Assisting the Real Time team and the wider Workforce Optimisation team with day-to-day tasks as needed

**Role Location**: 75 Dorcas Street, South Melbourne VIC 3205

**Schedule**: Full-time, 40hrs/week

**Role Type**: Permanent

What will you bring?

To grow and be successful in the role, you will ideally bring the following:
SME - A solid understanding of Genesys phone systems, especially as it pertains to Outbound dialing
Identifying the issues - Attention to detail is a critical part of the role, identifying opportunities and following up on them should be a key part of your day
Risk savvy - You build sustainable solutions that protect customers, stakeholders and the community
A problem solver - You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank
Previous exposure in a similar role around Outbound Dialer processes, especially in Genesys highly regarded
Exposure to Real Time Analyst processes also well regarded

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

So, why join us?

There’s something special about being part of ANZ. From the moment you join us, you’re part of a team working towards a common goal: improving the financial wellbeing and sustainability of our millions of customers.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources and community you need to take the next big step in your career, towards even bigger things in the future.

We offer a range of benefits tailored to the countries in which we operate including Health and Wellbeing programs and flexible working arrangements.

Job Posting End Date

, 11.59pm, (Melbourne Australia)

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