Real-Time Telephony Analyst: Optimize Call Ops

Auto & General Australia; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Location near North Lakes

Bonuses and other perks

Volunteer days

Paid parental leave

Professional development

Wellbeing programs

Discounts with retailers

Job summary

Auto & General Australia is seeking a Telephony Real-Time Analyst to provide real-time insights into call centre performance and guide improvements within Recoveries and Settlements. You will monitor metrics, identify deviations, and develop dashboards for the Claims Operations team.

The role requires strong analytical skills, experience with telephony tools and data visualization, and excellent communication with stakeholders across levels.

Qualifications

• As a telephony real-time analyst, you monitor call centre performance and identify deviations.
• You will analyze data to propose actionable improvements and training opportunities.
• You will maintain dashboards and provide regular KPI reports for leadership.

Responsibilities

• Monitor call centre performance in real-time using telephony dashboards and metrics.
• Identify and escalate real-time deviations to team leaders/managers.
• Analyze data to identify improvement opportunities and propose solutions.
• Develop and maintain reporting templates and dashboards for Claims Operations.
• Collaborate with leadership to improve contact centre efficiency and customer satisfaction.
• Analyze call recordings and feedback to pinpoint training needs.
• Ensure data integrity within telephony systems and report findings to stakeholders.
• Support telephony initiatives, ensure requirements are understood, and assist testing.
• Prioritize capability development to meet business needs.

Skills

Real-time analysis

Data interpretation

Stakeholder communication

Problem solving

Quality assurance

Tools

Telephony monitoring tools

Reporting tools

Data visualization tools

Job description

Auto & General Australia is seeking a Telephony Real-Time Analyst to provide real-time insights into call centre performance and guide improvements within Recoveries and Settlements. You will monitor metrics, identify deviations, and develop dashboards for the Claims Operations team.

The role requires strong analytical skills, experience with telephony tools and data visualization, and excellent communication with stakeholders across levels.