Telephony Real Time Analyst Settlements

2 weeks ago

Brisbane, Queensland, Australia Auto & General Holdings Full time

The Telephony Real-Time Analyst plays a critical role in supporting the Recoveries and Settlements claims operations department by providing real-time insights into call centre performance and identifying areas for improvement. This role requires a strong analytical mind, excellent communication skills, and a passion for driving operational efficiency.
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.
**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.
- Support telephony initiatives to ensure business requirements are articulated and
understood, testing is completed and teams understand any changes occurring.
- Proactively identify and address any potential issues or concerns.
- Making informed decisions about the prioritisation of capability development
- Monitoring and evaluating capability development progress by tracking progress
against goals and making adjustments as needed.

  • Telephony Real Time Analyst

    2 weeks ago

    Brisbane, Queensland, Australia Auto & General Insurance Full time

    **The role**As our new Telephony Real-Time Analyst, you will play a critical role in supporting the Recoveries and Settlements claims operations department by providing real-time insights into call centre performance and identifying areas for improvement.You will:- Monitor call centre performance in real-time using various telephony tools and dashboards...

  • Telephony Real Time Analyst

    1 week ago

    Brisbane, Queensland, Australia Auto & General Holdings Full time

    **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...

  • Real-Time Data Analyst Position

    2 weeks ago

    Brisbane, Queensland, Australia beBeeDataDriven Full time $80,000 - $123,456

    **Telephony Real-Time Analyst Role Summary:**We are seeking an analytical professional to join our claims operations department as a Telephony Real-Time Analyst. This role will provide critical insights into call centre performance, identifying areas for improvement and driving operational efficiency.The ideal candidate will possess a strong analytical...

  • Telephony Performance Specialist

    2 weeks ago

    Brisbane, Queensland, Australia beBeePerformance Full time $80,000 - $110,000

    Telephony Performance SpecialistOur team is seeking a highly analytical and detail-oriented Telephony Performance Specialist to join our dynamic Claims Operations department. As a Telephony Performance Specialist, you will play a critical role in supporting the claims operations process by providing real-time insights into call centre performance and...

  • Telephony Performance Improvement Specialist

    2 weeks ago

    Brisbane, Queensland, Australia beBeePerformance Full time $90,000 - $120,000

    About Our OpportunityThe role of Telephony Performance Analyst works collaboratively with the leadership team to act as the 'eyes and ears' of contact centre operations, monitoring key performance metrics and identifying trends and potential issues in real-time.This role requires operation across multiple sites, analysing call centre performance using...

  • Settlement Journey Coordinator

    2 weeks ago

    Brisbane, Queensland, Australia Brokr. Full time $104,000 - $130,878 per year

    Join the Brokr Team as a Settlement Journey CoordinatorAt Brokr, we're not just about securing loans; we're about building lasting relationships and guiding our clients through their loan journey. We're looking for a Settlement Journey Coordinator to join our team and be a trusted advisor to our clients, ensuring they receive the best possible experience and...

  • Head Of Settlements

    2 weeks ago

    Brisbane, Queensland, Australia Auto & General Insurance Full time

    **About us**At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.**The role**The Head of...

  • Settlement Officer

    2 weeks ago

    Brisbane, Queensland, Australia People Intelligence Full time

    You will be working for a publicly listed, non-bank lender that specialises in the provision of Invoice, Equipment, and Trade Finance services to Australian SMEs, with offices all over Australia and is growing rapidly. This role is based in their Brisbane office but may be considered for the North Sydney office.You will be responsible for working in daily...

  • Settlements Officer

    2 weeks ago

    Brisbane, Queensland, Australia Humm Global Full time

    flexicommercial partners with Finance Brokers to offer market leading Asset Finance Solutions to SME's.The flexicommercial (part of hummgroup) culture is fast-paced, customer focused and high-achieving.This role is suited to someone who is flexible, organised, pro-active and able to multi-task, with experience in dealing with Commercial and Asset...

  • Investment Analyst, Commercial Real Estate

    3 weeks ago

    Brisbane, Queensland, Australia Roundtree Search Full time

    Overview Roundtree Search are working with a leading Australian Private Credit firm, entrenched in the world of Commercial Real Estate. The firm is well capitalised with the support of institutional investors and as a consequence, they are now one of Australia's leading private credit firms within commercial real estate. We require an Analyst / Senior...