Telephony Real Time Analyst Settlements

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

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.

Brief Description

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 elevate 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

Our Perks

• Location – North Lakes - 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 Ped and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, 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!

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.