Dialler Analyst

Company Description

Welcome to This Australian Life. 

From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding excellence, and retaining great talent.

We're always looking for people who want to go further with us. People who do what’s right, aim high, and work smart. Why not see where we can go?

Job Description

***Applications must have proven experience in building and optimising dialling campaigns using Genesys Cloud CX***

The key purpose of this position is to enable the Outbound Contact Centres to achieve targets and objectives through meeting contact rate, leads utilisation and occupancy targets. 

Campaign Management involves driving the most efficient and effective utilisation of data and resource to drive customer follow-up contact, ensuring effective use of the Genesys dialler (using their commercial awareness and technical knowledge to make changes when required) enabling the team to maximise contacts via effective leads management. 

To do this, the Campaign analyst needs to be able to drive service delivery improvements through monitoring and analysis of leads performance outcomes, developing and implementing effective strategies and plans and communicating effectively with stakeholders.

In this role you will: 

• Design, build, and maintain dialling campaigns using Genesys Cloud CX
• Optimise campaign performance to achieve business objectives
• Monitor and analyse campaign metrics to identify areas for improvement
• Collaborate with cross-functional teams to ensure seamless integration and execution of campaigns
• Troubleshoot and resolve any issues related to dialling campaigns
• Stay updated with the latest trends and best practices in dialling campaign management
• Liaise with marketing and technology to ensure that leads are delivered and optimised effectively
• Produce analysis for management relating to dialler and sales campaign performance across metrics such as contact rate, penetration rate etc
• Documentation of any processes and task performed in this role.

Qualifications

Essential

• Proven experience in building and optimising dialling campaigns using Genesys Cloud CX
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Excellent problem-solving skills and attention to detail
• Experience with SQL
• Experience with PowerBI Reporting
• Strong communication and interpersonal skills
• Ability to effectively manage concurrent projects and initiatives at once and to deadlines
• Ability to work independently and as part of a team
• Experience in a similar role.

Desirable

• Knowledge of Life Insurance business
• Demonstrated experience in Financial Services and / or Insurance Industry.

You’re always accountable for your actions. You never give up. You strive to find the best outcomes for customers and partners. And you value working together to find the best solutions for problems. 

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.

Additional Information

At TAL we value diversity in all its forms and are committed to fostering an inclusive and equitable culture for all our people. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those with caring responsibilities, people living with disability, and individuals from the CALD and LGBTQI+ communities to apply. Even if you don’t check every box in the criteria above, we encourage you to apply today or get in touch with us here. 

To provide you with the best experience, we can accommodate you at any stage of the recruitment process. Simply inform our Recruitment team at any time.

TAL is recognised by the Workplace Gender Equality Agency as an Employer of Choice. We are proud to be a member of Diversity Council Australia and the Australian Network on Disability. For information on our reconciliation journey, take a look at our Innovate Reconciliation Action Plan.

We acknowledge the Traditional Custodians of the Land in which our Head Office is based, the land of the Gadigal people of the Eora Nation, and recognise their deep connections to the land, sea, and culture.
We extend this acknowledgment to the many Traditional Lands that we operate across and pay our respects to Elders past, present, and emerging.

#LI-Hybrid

Everyone at TAL has a responsibility to do the right thing and is accountable for the way they conduct themselves. Our expectations are that you follow the principles set out in our Code of Conduct when you come to work every day. Risk management is everyone’s responsibility.

If you are already a TAL employee please apply via the SmartRecruiters button in Workday and navigate to the Employee Portal. This is important to ensure that your application is recorded accurately.