Contact Centre Technology Analyst

  • 499613
  • Canning Vale, WA, Australia
  • APM Group
  • Call Centre
  • Customer Service
  • Full Time

Forget everything you know and expect about a call centre customer service environment. This is an environment where people are encouraged to be creative and where quality outcomes for customers and clients is the focus.

A key member of the Client Services team, you will be responsible for generating innovative ideas, unpacking root cause and implementing resolutions that improve the team’s technical services and systems to make positive change to the customer experience.

Day to day you will:

  • Manage the performance of the Client Services technology system
  • Optimise call-handling processes through monitoring dropped calls, abandoned rates, etc.
  • Continually improve systems and processes to improve customer outcomes and satisfaction
  • Deliver insights and provide recommendations for process re-design and improvements
  • Manage adds, moves, changes to phone systems from needs analysis through to implementation

What’s in it for you
Working in the Canning Vale office, a purpose-built corporate office for our Customer Service team, you will have access to free parking, fresh fruit, Friday afternoon socials and more.

This newly created permanent position has been endorsed to support an expanding Customer Service Centre to meet the needs of APM Group across Australia and New Zealand. As an organisation, APM Group has grown exponentially over the past 18 months and continues to grow.

You will have the flexibility in this role to support your ongoing personal commitments. Working across Monday to Friday only, we can work with you to plan hours that suit your needs.

What we’re looking for

  • Demonstrated understanding and experience working with Contact Centre technologies
  • Business / Technology Analyst experience
  • Demonstrated success in delivering mid to large technology projects within scope
  • Experience in implementing a new telephony system
  • Demonstrated successful stakeholder engagement skills

Apply now to take your first step into a role that has been created to support the recent and future growth of a much-needed service to APM’s Australia and New Zealand operations. For more information, please contact Craig on 0438 394 980.

Applications close 11.55pm Tuesday 21 September 2021

We're committed to Equality, Diversity and Inclusivity
We welcome all people to join our team, including people from Aboriginal and Torres Strait Islander communities, living with disability, all gender identities, LGBTQIA+, people of any socioeconomic status, of any age, race, national origin or ethnicity. We believe each person’s uniqueness makes us even better at the work we do.

Start your application

Refer someone to this job

Not You?

We have emailed you a code to verify your identity

Hold on a moment, you are now being directed to a page to complete your application


Other jobs for you

Local Area Coordinator - Community Connections

499389 Tiwi NT Australia Level 1 37 Henbury Avenue , Tiwi, NT, Australia, 0810 Assessment Serv & Comm APM Communities, Allied Health, Community Services & Development, Healthcare & Medical, NDIS
APM delivers Local Area Co-ordination (LAC) services as part of the National Disability Insurance Scheme (NDIS). Join the LAC team to support people with disability navigate the NDIS in a Service Delivery role.

Find out more about APM Employment Services

Australia, AU Australia Australia, AU, Australia Employment Services APM Employment Services
If you've heard a little about APM Employment Services and are curious to know if we're the right place for you, read on to discover what skills we look for in our team members and what you can expect as part of our team of Employment Consultants.

Regional Manager, Jobactive

499710 Mirrabooka WA Australia 3/1 Chesterfield Road , Mirrabooka, WA, Australia, 6061 Employment Services APM Employment Services, Community Services & Development, Management
Make your mark as a commercially astute and innovative leader in Employment Services, driving success across multiple sites delivering jobactive.

Occupational Therapist - Relocate to Australia

United Kingdom United Kingdom Health Allied Health
If you're a qualified and experienced occupational therapist, psychologist, physiotherapist or rehabilitation counsellor, APM can support your relocation to Australia.

Not the right job for you?

Get personalised jobs from any brand across the APM Group, delivered straight to your inbox, so you'll never miss out on an opportunity.


Not You?

We have emailed you a code to verify your identity

Thanks for registering your interest in joining our team!