Telephony Real Time Analyst

Job Description

Add expected salary to your profile for insights 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 including analysing call volume, handle time, average speed of answer, and other key metrics Proactively identify and escalate any real-time performance deviations to the relevant team leaders/managers 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 as well as generating regular reports & reporting to track KPI’s 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 Ensure the accuracy and integrity of data within the telephony systems Effectively communicate findings and recommendations to the Claims Operations team and other stakeholders including collaborating 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. Make informed decisions about the prioritisation of capability development What experience you’ll bring Minimum 2 years of experience in a telephony real-time analyst role or a similar analytical position preferred Strong analytical skills with the ability to interpret data and identify trends Proficiency in using telephony monitoring and reporting tools and experience with data visualisation tools Excellent communication and interpersonal skills, and able to effectively communicate with stakeholders at all levels along with strong problem-solving and decision-making skills Knowledge of contact centre best practices and quality assurance principles 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. #J-18808-Ljbffr