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Dialler & Reporting Analyst

Apply now Job no: 497452
Work type: Permanent
Location: VIC - Metro
Categories: Administration & Operational Support

The Opportunity to Make a Difference:

The Dialler Analyst is responsible:

  • Day to Day operations & outbound dialler performance
  • Maintenance & configuration of the dialler platform
  • Be the subject matter expert for all related dialler enquiries and operations
  • Production of reporting (daily, weekly, monthly, quarterly) on agent & campaign performance through telephony & supporter CRM.
  • Support the National Contact Centre by providing recommendations, guidance & best practice with regards to Campaign management
  • Assist & work with stakeholders by planning & delivering outbound campaigns through the Retail Go to Market Operations team.

The centre maintains a high performance with a blended call environment for the Supporter, Service, Sales & Arrears Management.

In addition, this position is responsible for reviewing the system & reporting results for sound judgement, overall accuracy, and executing policies working closely with Marketing, Contact Centre Management & Retail GTM Operations. 


Who are you?

  • Tertiary qualifications in Computer Science, Information Systems or similar
  • Minimum four years’ experience working in a multi-channel Contact Centre
  • Experience in Power BI, Microsoft SQL and Excel
  • Solid understanding of ACD, PABX & Dialler technology
  • Understanding of Workforce Management methodologies
  • Preferred experience of 1-2 years working with Interactive Intelligence & Scripter
  • Strong analytical, organisational skills and numerical capability
  • Superior communication, stakeholder management and relationship building skills
  • Strong collaboration leading campaigns & related initiatives


What you need to know

This role is a permanent contract operating in a full-time capacity and will be based at our head office in Burwood East, Victoria.

For your information, the interviews will start immediately, and the role may be filled before the closing date


What does success look like?

First and foremost, you will be a leader in every aspect of your life and line of work, irrespective of your level of expertise. You excel working in an ever-changing environment and you love forming strong relationships, which lets you effectively engage with stakeholders and to perform at your peak.

Having a proactive and fresh approach, you are ready to collaborate and overcome any obstacles that may come your way. Your energy is infectious, showcasing the passion you can bring to our organisation.


Why Should You Apply?

  • We collaborate in a high performing and professional culture, committed to one common goal; the fight against global poverty, its causes and making a real difference in the world
  • We build brighter futures for vulnerable children and seeking to empower the world's poorest people.
  • Our people have access to professional development programs that include on-the-job learning, e-learning, workshops, forums, leadership development and internal mobility
  • Competitive salary and flexible salary packaging scheme


Why World Vision?

World Vision is a worldwide community development organisation that provides short-term and long-term assistance to 100 million people worldwide (including 2.4 million children).

We have more than 45,000 staff members working in 96 countries. For six decades, World Vision has been engaging people to work towards eliminating poverty and its causes.

Our vision for every child: Life in all its fullness. Our prayer for every heart: the will to make it so





Advertised: AUS Eastern Daylight Time

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World Vision Australia is a Christian relief, development and advocacy organisation that is dedicated to transforming the lives of children and communities by tackling the causes of poverty. We are dedicated to increasing opportunities for Aboriginal & Torres Strait Islander people in line with our Reconciliation Action Plan

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