Dialler Operations Manager

About us:

At iSelect, we’re passionate about helping Australians reduce their household bills and save money, time and effort. We are Australia’s go-to destination for comparison across insurance, utilities and personal finance products made available from our range of providers. We compare from a wide range of Australia’s leading brands and our highly trained Comparison Experts help customers compare, select and save.

We operate in a growth-orientated, agile and progressive environment that fosters innovation and rewards success. Our staff have high levels of empowerment and accountability which are underpinned by a pragmatic, down-to-earth approach.

What you do:

Join our dynamic team as the primary technical contact for our operations department. Your role will involve providing crucial operational and technical support for our Contact Centre technology, offering valuable business insights to drive process improvements and efficiencies. You'll be responsible for the administration and smooth operation of our Telephony system, particularly Genesys Pureconnect, ensuring optimal performance. Your contributions will include administering processes to enhance the quality and efficiency of our sales and service delivery. Strong stakeholder management skills are essential as you'll collaborate closely with various teams. If you're passionate about technology and operations, and thrive in a collaborative environment, we want to hear from you!

What you need:

• Experience in Contact Centre Operations, with a focus on Genesys Pureconnect
• Proficient in Stakeholder Management: Confident in presentations, adept at engaging in conversations, skilled in collaborating with multiple individuals
• Technically astute: Proficiency in spreadsheets, formulas, and other technical tools
• Experienced in managing both inbound and outbound call centres with a strong understanding of call centre metrics
• Advanced analytical skills with a focus on data analysis
• Advanced working knowledge of MS Office (Access, Excel, Word, Outlook) and SQL
• Genesys CIC/Dialler Engineer Certification – desirable

What’s in it for you:

• Hybrid & Flexible Working – Save time commuting, we have the option to split your time working both in our office and from home. 3 days in our CBD office – Tuesday, Wednesday & Thursday
• Professional Development – We encourage ongoing learning and development with free access to the full Linkedin Learning Library, our own in-house learning Academy and regularly run initiatives such as our relationship with ‘Juno Adaptive Leaders Program’ which enable you to continually upskill  
• Recharge Days – For the times when you just need to take a break, we offer three extra days to use at your discretion (yes, in addition to your 20 days Annual Leave! 
• Referral Bonus – Earn yourself an extra $1500 by referring another superstar to join our team 
• Salary packaging – we can help you to maximise your salary with options such as novated leasing. 
• Paid Parental Leave (for both primary & secondary caregiver) and a Return to Work Bonus for when you’re ready to come back.
• Income Protection Insurance - a monthly income replacement benefit (after a waiting period) if you are medically certified as unable to work due to an injury or illness that is not work related. 
• Wellbeing Centre – Our online platform which provides education, support and tools to help you live a healthier and happier life – find online yoga, cardio & boxing classes, healthy recipes and meditation & mindfulness tools. 
• Employee Assistance Program – Free access to qualified psychologists and coaches who can assist you with the demands of work and home life. 
• Rewards Platform – A simple way of saving money for you and your family by offering you instant discounts and cashback at hundreds of retailers. Earn and redeem points while you spend! 
• Annual iStar trip – We love to reward and recognize our employees, whether you’ve gone above and beyond or consistently upheld our Values of ‘Being Brave’, ‘Keeping it real’, ‘Celebrate’ and ‘Have Heart’. Last year our award winners went to Queenstown in New Zealand!  

What’s next:

• We genuinely appreciate the time and effort you have taken to apply and you will hear back from us regarding your application
• We can be flexible with interview times, and these will be conducted over MS teams virtually
• Don’t hesitate to reach out to our friendly Recruitment Team if you would like to find out more about the role careers@iselect.com.au 
• Please note all applicants must have full working rights and will need to complete full background checks including Police Checks

iSelect recognises the value of an inclusive and diverse work environment. We believe everyone deserves the same opportunities in life, regardless of gender or identity, sexual orientation, race, ethnicity, religion, disability, or age. We actively encourage applications from all candidates, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people with disabilities

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email careers@iselect.com.au