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.

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