Contact Centre Insights Manager
Contact Centre Insights Manager role in Melbourne
Summary about this job
Analysts
Company: Bluefin Resources Pty Limited
Location: Melbourne
Work type: Full Time
Salary: $140000.00 - $160000.00 p.a. + inc super
Phone: +61-7-6188-9272
Fax: +61-3-5804-7749
E-mail: n\a
Site: n\a
Detail information about job Contact Centre Insights Manager. Terms and conditions vacancy
A global professional services organization is looking for a Data Insights Manager to take ownership of building their contact centre strategies, through analysis of large data sets to generate business insights around the performance of customer operations teams.
Reporting to the Head of Contact Centre Strategy, creating effective data driven strategies to deliver on all performance metrics, analysing data and highlighting any key trends or issues that arises.
Key Responsibilities of the role -
- Building effective data driven strategies that delivers optimal performance in contact centres and continually pushes performance upwards
- Identify KPI’s and metrics relevant to the business and produce regular reporting and insightful analysis on those metrics with recommendations
- Analyse current strategies, recommend and implement changes to call frequency and volume, capacity blockages and priorities thereby supporting policy in recruitment, staff allocation and growth strategy
- Monitor staff activity & adherence to facilitate productivity improvements and service level attainment, through liaison and escalation to Team Managers.
Experience and Skills Required
- Previous experience working in a busy contact centre environment, preferably in a similar role.
- Strong data analytics skills using SQL.
- Excellent analysis skills, able to analyse and interpret MI to identify and drive changes and improvements, and communicate issues and opportunities.
- People Management Experience
- Tertiary qualification in a quantitative discipline
This is an opportunity for someone as passionate about communicating inspiring insights as they are about discovering them. And, someone who wants to be at the heart of delivering unbiased data and actionable insights to drive meaningful decisions.
For more information, please call Aditi on 03 83305003.
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