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IntroductionJoin our growing team of dedicated professionals at Gallagher Bassett, who guide those in need to the best possible outcomes for their health and wellbeing. You''ll be part of a resilient team that works together to redefine the boundaries of excellence. At our organization, we value collaboration and making a positive impact in the lives of our clients and claimants, offering you the opportunity to join a team where your skills and dedication can truly make a difference. GUIDE. GUARD. GO BEYOND.We believe that every candidate brings something special to the table, including you! So, even if you feel that youre close but not an exact match, we encourage you to apply.OverviewGrow with GB! Industry leader in providing career development opportunitiesFlexible and hybrid working arrangements including Work from HomeSomething for everyone - range of employee benefits, discounts and wellbeing programsJoin Our Team as a Customer Service Analyst!About the RoleWe are excited to announce a new opportunity for a Customer Service Analyst to join our team, supporting the implementation of our cutting-edge telephony system, Genesys. In this role, you will play a crucial part in ensuring our Workers Compensation Claims Management team consistently delivers exceptional customer service. To achieve this, youll manage and monitor call queues using the Genesys system, analyze call data with call analysis tool Daisee, and provide insights to enhance processes, develop guidelines, and improve service outcomes across the business.How you''ll make an impactKey ResponsibilitiesMonitoring call queues, volumes, and manage outages, providing general troubleshooting supportDesign and deliver reports on telephone performance, including call volumes and agent availabilityUtilizing Daisee AI analysis to generate insights from Genesys call data, improving service scores and understanding customer trendsEnsuring visibility and oversight of team and individual call performanceIdentifying areas for improvement and risk in service and telephonyLeading or participating in voice/telephony operations projectsFacilitating internal training and coaching on telephony systemsAttending and chairing internal SME meetings for Genesys and Daisee, communicating updates to stakeholdersAbout youWhat Were Looking ForA Genesys telephony system expert (prior use of this system or a system of similar nature is essential)Experience in call queue management (ideally in contact center operations) is also essentialStrong critical thinking skills and ability to work independentlyTech-savvy candidate with a good understanding of AI toolsExcellent communication skills with all levels of stakeholdersExperience in Workers Compensation or insurance is a plus, but not essentialWhat We Can Offer YouCompetitive remuneration and flexible work arrangementsPaid Parental and Reproductive LeaveOur team at GB is renowned for its dedicated and approachable people as well as its friendly, flexible and inclusive working environment which is built around great team support and rewarding opportunitiesCareer growth opportunities as our company expandsOngoing education and development programsService recognition awards and employee assistance programsWellbeing initiatives, including corporate health insurance discountsAdditional leave options, novated leases, and access to Gallagher Rewards Program (which includes cashback and discounts for hundreds of retailers)Birthday Club enjoy a day off during your birthday month as a gift from GBHow to ApplyIf you believe you are the right fit for our Customer Service Analyst position, we want to hear from you!Click "Apply for this Job" to submit your application.EligibilityApplicants must have the right to live and work in Australia. Agency applications will not be considered.Gallagher Bassett is an Equal Opportunity Employer. We encourage Indigenous Australian applicants to apply. As a member of the Diversity Council Australia, we embrace workplace diversity and will make reasonable accommodations for qualified applicants with disabilities, unless it imposes undue hardship on our business operations.Compensation and benefitsOn top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.Below are the minimum core benefits youll get, depending on your job level these benefits may improve:4 weeks annual leave plus up to 2 weeks additional purchased Lifestyle LeaveNovated Leasing opportunitiesTwo paid volunteer days annuallyHealth Insurance Discounts with our Group Insurance PlanEmployee Stock Purchase ProgramPaid parental leaveOther benefits include:Flexible and hybrid work arrangementsMental Health and Wellbeing Support for yourself and immediate family membersEmployee Recognition Awards and Service Milestone RecognitionsPeer Support ProgramAnnual flu vaccinationsAccess to Reward Gateway discount offers at over 350 retailers!And more...We value inclusion and diversityInclusion and diversity (I&D) is a core part of our business, and its embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.Gallagher embraces our employees diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as protected characteristics) by applicable federal, state, or local laws.Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business. #J-18808-Ljbffr