Telephony Real Time Analyst

About the Role

The role works collaboratively with the Motor Claims Operations Leadership Team to act as the 'eyes and ears' of the various contact centre operations, monitoring key performance metrics and identifying trends and potential issues as they happen.

The role will be required to operate across three sites (North Lakes, Kawana, and Johannesburg).

Position Accountabilities

Time Monitoring and Analysis:

• Monitor call centre performance in real-time using various telephony tools and dashboards.
• Analyse call volume, handle time, average speed of answer, and other key metrics to identify trends and potential issues.
• Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers.

Reporting and Insights:

• Generate regular reports and reporting to track key performance indicators (KPIs) and provide insights into service performance.
• Analyse data to identify areas for improvement and recommend actionable solutions.
• Develop and maintain reporting templates and dashboards to meet the needs of the Claims Operations team

Performance Optimisation:

• Collaborate with the Claims Operations leadership team to identify and implement strategies to improve contact centre efficiency and customer satisfaction.
• Analyse call recordings and feedback to identify areas for training and coaching.

System Administration:

• Assist with the administration and maintenance of telephony systems and software.
• Ensure the accuracy and integrity of data within the telephony systems.
• Stay up-to-date on the latest telephony technologies and trends.

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.
• Monitoring and evaluating capability development progress by tracking progress against goals and making adjustments as needed.

What experience you'll bring;

• 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.

The benefits of working at A&G;

• Location – This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side's best retail outlets, restaurants and other amenities.
• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we've got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

• A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.