• Hours are from 12:30pm to 8:30pm Monday to Friday
• Important role and part of the call centre leadership team
• North Melbourne location– across from Queen Victoria Market

Established in 2000, the Social Research Centre is Australia's leading provider of social research services. We provide the social research community with access to world-class survey research and a full range of survey design, survey data management, statistical consulting, analytical thinking and qualitative skills. As a wholly owned subsidiary of the Australian National University (ANU), we enjoy unprecedented access to ANU researchers and ANU's world class research environment.

We are seeking a Dialler and Reporting Analyst to join our team and to help drive our call centre technologies to maximise performance and efficiency. This role will be responsible for managing all technology channels including outbound, inbound and IVR and will include a focus on technology performance, configuration, data analysis, reporting, maintenance, setup, support and more.

This role is an important role and part of the broader call centre leadership team in what is a fast-paced, large outbound call centre operation. The successful candidate will have proven experience in managing and supporting call centre technologies, specifically in outbound dialling environments and will have extensive knowledge in inbound setup and configuration of queues, skills and priorities and in managing call lists, campaigns, lines, dialling groups and more on the outbound side.

We are seeking an individual who has high attention to detail, loves data analysis and reporting, is passionate about driving performance through technology and has a continuous improvement mindset. The right candidate will be willing to engage with various stakeholders across the business and externally with technology vendors.

This role will be suited to those who have a combination of technical competency and business facing skills, is a strong communicator and is willing to analyse outcomes and adjust strategies and tactics.

Day to day responsibilities will include:

• Setup and configure projects in appropriate technology systems for inbound, outbound and IVR based projects
• Create, build and load lists for outbound dialling

• Monitor performance of dialler, projects and list in line with project expectations and configure settings in real-time to drive optimum performance

• Develop and implement effective dialling strategies to enhance project performance and improve key performance metrics
• Manage front line staff adherence to shift and minimise off-phone time through real-time management
• Produce and distribute regular reports on dialler performance, inbound, IVR and more
• Manage the development and maintenance of all IVR designs and builds

• Provide support to the wider call centre on call centre technology and participate in troubleshooting where appropriate
• Be a point of contact for call centre technologies including to vendors

Key Selection Criteria:

• Previous experience with outbound dialling
• Previous experience with contact centre technologies; Telephony, IVR, Dialler, Workforce Management, Omnichannel/Multichannel and like systems
• Strong organisational skills (prioritising work / monitoring workload / identifying resource needs / problem solving)
• Excellent verbal and written communication skills and experience communicating with all levels from frontline to management to vendors
• Ability to train contact centre agents on use of dialler/telephony technologies
• High sense of ownership of the problems and requests assigned with a customer service mindset
• Strong problem solving and proven analytical and data analysis skills
• Experience in reporting development and production
• Demonstrated skills in understanding business requirements relating to technology capability
• Be a self-starter with the ability to work autonomously
• Basic knowledge of network/infrastructure setup and security
• Microsoft Office skills in software such as MS Project, Excel and Visio
• SQL knowledge (intermediate to advanced level)

This is a permanent, full-time position. Please note that due to the nature of the call centre operating hours, the hours for this role will be from 12:30pm to 8:30pm on weekdays with occasional weekend work required.