Contact Centre Analyst

Location: Homebush, New South Wales
Job Type: Contract
Reference: JO-1903-168219
Salary: up to $32/hr
An exciting opportunity has come up to join the dynamic team looking after call centre operations.
 
Contact Centre Analyst is the one who represent all KPIs of Contact Centre to higher management in more user friendly way.
 
This position is key to day-to-day running and management of contact centres, and ensure contact centres have got all the tools and access to deliver outstanding customer service.
 
Duties and Responsibilities:
  • Oversees day-to-day operation of Contact Centres.
  • Meets data analysis and reporting requirements necessary for the efficient operation of Contact Centre.
  • Produces and presents performance reports in an effective manner
  • Understands the strategic objectives of the business and continually seeks ways to improve the efficiency and effectiveness of reporting.
  • Participates in professional development and continuing education as appropriate
  • Investigates issues raised and identifies root cause to be able to provide action plans
  • Management of System IDs - creation, editing and password resets
  • Systems management (including IVR and Call recordings)
  • Maintaining asset registry
  • Focused reports around transactions on inbounds, outbounds, emails and live chat
 
What skills are we looking for?
  • Confident and effective communcation
  • Plan, execute and follow up on outstanding tasks
  • Understand the skillset of team members and delegate tasks accordingly
  • Work well with others while pursuing a common goal
  • A can-do attitude, always
  • Flexible with processes, SLAs and requirements
  • Intermediate MS Excel skills and ability to provide useful reports
  • Mature and professional
 
If you like what you read and you believe you fit the criteria to the letter, then apply now or contact Manish on 0447710791.