Real-Time Telephony Analyst – Settlements & Insights

Auto & General; North Lakes; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Paid parental leave

Purchase additional leave

Learning & development opportunities

Wellbeing programs

On-site events & celebrations

Retailer discounts

Job summary

Auto & General is seeking a Telephony Real-Time Analyst to support the Recoveries and Settlements claims operations by delivering real-time insights into call centre performance and identifying opportunities for improvement.

You will monitor call volumes and key metrics, escalate deviations, develop dashboards, collaborate with leadership, and help train teams while ensuring data integrity and clear stakeholder reporting.

Qualifications

• Minimum 2 years of experience in a telephony real-time analyst role or similar.
• Strong analytical skills with the ability to interpret data and identify trends.
• Proficiency in using telephony monitoring and reporting tools and data visualization.
• Excellent communication and interpersonal skills with stakeholders at all levels.
• Knowledge of contact centre best practices and quality assurance principles.

Responsibilities

• Monitor call centre performance in real-time using telephony tools and dashboards.
• Proactively identify and escalate real-time deviations to team leaders/managers.
• Analyse data to identify improvement opportunities and propose solutions.
• Develop and maintain reporting templates and dashboards for the Claims Operations team.
• Collaborate with leadership to implement strategies for efficiency and customer satisfaction.
• Analyse call recordings and feedback to identify training needs and coaching opportunities.
• Ensure data accuracy and integrity within telephony systems.
• Communicate findings and recommendations to the Claims Operations team and stakeholders.
• Support telephony initiatives, ensure requirements are understood, and test changes.
• Prioritize capability development decisions.

Skills

Real-time analytics

Data visualization

Telephony tools

Communication

Problem solving

Quality assurance

Tools

Telephony monitoring tools

Reporting tools

Data visualization tools

Job description

Auto & General is seeking a Telephony Real-Time Analyst to support the Recoveries and Settlements claims operations by delivering real-time insights into call centre performance and identifying opportunities for improvement.

You will monitor call volumes and key metrics, escalate deviations, develop dashboards, collaborate with leadership, and help train teams while ensuring data integrity and clear stakeholder reporting.