Call Centre Analyst

Do you love numbers and get excited about analysing data? Do you enjoy finding a pattern and looking at trends? If you answered YES then this role could be for you!

In this newly created role, you will be working with an established small to medium contact centre in Melbourne who are making a difference to Australian organisations and the lives of people through professional telephone fundraising services.

Reporting to the Contact Centre Manager you will be assisting the Assistant Dialler and Call Centre Coordinator to drive productivity and performance outcomes to deliver outstanding results. Together you will be responsible for the day-to-day management of the dialler and overall productivity and performance of the centre.

• Key duties and responsibilities include
• Management of dialler across multiple campaigns
• Track and report on call centre productivity, internal revenue targets and KPI's
• Monitor and address operational performance of call centre staff
• Suggest and implement methods to improve productivity and service
• To be successful in this role you will have
• Strong attention to detail and highly organised
• Analytical mindset
• Problem-solving abilities, you are someone who likes to know the why
• Ability to multitask
• Comfortable being in front of a computer for long periods of time
• Previous experience in working with a dialler system would be favourable however not required as full training will be provided.
• What's on offer
• Permanent role Monday to Friday
• Elsternwick location with parking and public transport close by
• Excellent work culture and fun friendly team environmen
• 10 additional leave days per year
• Early Friday finishes in winter