Telephony Analyst

Description:

At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us.

We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we’re ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

You'll be responsible for
 

• Reviewing, maintaining and optimising current telephony technology design, along with the creation and management of all associated telephony processes.
• Supporting business initiatives and technology rollouts across contact centre and underwriting services.
• Reviewing all aspects of IVR and telephony processes and configuration, recommending and implementing changes to align with industry best practice and optimal customer outcomes such as reducing unnecessary transfers.
• Establishing and maintaining documented, effective and compliant telephony processes along with associated controls and governance.
• Building relationships and providing recommendations to stakeholders on telephony related matters to support customer centric business decisions.
   

About You
 

• 2 or more years of experience in Telephony and experience in SQL, Python or similar tools would be highly desirable
• Demonstrated strong business planning, processes and operations management skills.
• Ideally from the financial services industry or large contact centre
• Highly developed analytical, conceptual, 'first principles' problem-solving skills, combined with a curious and creative mindset.
• Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
• Excellent verbal and written communication skills.