Description
The role of the Sales and Service Channel Performance Lead is to manage channel performance across Sales and Service in order to deliver the strategic objectives across the telephony structure.
This includes working closely with frontline leaders to identify customer patterns and to continuously monitor the contact centre Key Performance Indicator's (KPI's) and Sales conversion rates.
Position Accountabilities
* Collaborate with internal and external stakeholders to effectively build and integrate call systems.
* Provide analytic solution development expertise, using cloud-based data analytics platforms to deliver self‑service analytics solutions. This is to provide insights into trends, patterns and opportunities to improve the Sales and Service Departments.
* Administer daily operations of the Unified contact centre solution software which includes, but are not limited to: monitoring and analysing the outbound and inbound campaigns and message sources.
* Working closely with the Sales & Service reporting team, develop and distribute Sales and Service reports. Troubleshoot technical issues and serve as technical liaison between multiple divisions. Eg. Partnerships, MMA
* Maintain daily checks to ensure all processes are completed effectively and efficiently.
* Sales systems maintenance and troubleshooting, as required.
* Monitor campaign effectiveness, providing insights on a number of data points, including Contact Rate and Conversion.
* Provide ad hoc channel performance analysis and recommendations as requested by Senior leadership and provide support to other teams as required.
* Set up new campaigns as required.
* Continuous improvements to reporting, conversion rates and customer channels.
* Maintain an up to date Unified Contact Centre Solution knowledge system.
* Identify and report potential risks or inadequate controls related to compliance or operational risks.
* Champion a culture of risk and compliance across the division.
* Maintain awareness, understanding and compliance with Company policies and procedures, including the on‑time completion of mandatory training.
* Additional tasks as reasonably required.
* This role is based at our Kawana site.
Qualifications & Experience
* Highly developed verbal and written communication skills with ability to adapt style to suit audience.
* Team player who establishes strong working relationships and collaborates with others to achieve common goals.
* Committed to one's own learning and development and demonstrated ability to identify own skill gaps.
* Ability to be flexible in your approach and adapt to change in an ever changing environment.
* Computer literate and can demonstrate an ability to learn new systems quickly including dialer products and technology.
* Develop strong working relationships with all business units enabling successful liaison with a wide range of internal and external stakeholders.
Benefits
* Be rewarded – we recognise high performance and reward our people for their hard work through bonuses and other perks.
* Options for leave – life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
* Grow with us – we've got learning and professional development opportunities to suit everyone.
* Give back – our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
* Take care of yourself – your wellbeing is important to us and our healthy mind and body hub, mental‑health support and fitness discounts will help you be your best self.
* Celebrate the wins – we love sharing our successes and celebrating together – join us and you've got a ticket to our many on‑site events throughout the year, family fun days and annual celebrations.
* Save money – as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
* Access to A&G's employee reward and recognition platform, powered by Rewards Gateway – Enjoy a wide range of benefits, including personalised rewards & peer‑to‑peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements – helping you feel valued every step of the way.
About Us
Auto & General (A&G) is the fastest‑growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi‑award‑winning brand Budget Direct and partnerships with leading brands – ING, Qantas, Virgin Money and Coles Insurance.
We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
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