Job Title

Exciting opportunity to join a progressive and innovative contact centre team 12month fixedterm fulltime position Caboolture location. Base salary + 12% super + notforprofit salarypackaging benefits + staff discounts. Make a meaningful difference with BlueCare. About the role Were looking for a servicedriven individual with an eye for data analytics to join our Customer Service Centre (CSC) in this exciting role of Customer Engagement Analyst. If you want to make the world a little better through small moments that leave big impacts, to build meaningful relationships and make a difference in the lives of others, this is the role for you. The Customer Engagement Analyst is part of the CSC leadership team and reports to the Manager of Customer Service. The role analyses customer engagement trends across multiple communication channels, turning data into actionable insights that drive quality improvements and support the management of customer communications. Responsibilities Develop and maintain reporting to track customer engagement and performance metrics. Examine data and provide actionable insights focusing on continuous improvement of quality interactions and communication channels. Develop and deliver on customer communication plans in a complex organisational environment, on time, within budget, and to a high standard while managing competing priorities. Support across a number of varied projects undertaken within the CSC relating to customer engagement and experiences. Conduct changereadiness assessments to ensure successful implementation and transition of change. Develop a set of actionable and targeted quality improvement management plans, including stakeholder management and communication plans. Qualifications Tertiary qualification in Business Analytics, Change Management or a related discipline, or relevant working experience. 35 years experience as a Customer Engagement or Experience Analyst, Change Management Officer or Continuous Improvement specialist. Demonstrated experience in developing and maintaining reporting on key metrics. Experience in customer engagement, stakeholder and change management methodologies to successfully deliver sustainable improvement outcomes. Experience managing change in a project environment and building enterprise change capability across a complex business environment. Track record of developing and implementing a range of endtoend process improvements. Exceptional written and verbal communication skills. Outstanding problemsolving skills, including the ability to handle complex problems. Strong attention to detail and administrative background. Benefits Flexible work arrangements to support worklife balance. Salary packaging save tax on everyday expenses and bills (up to $15,900 per annum) and meal entertainment (up to $2,650 per annum). A recognition and rewards platform with employee discounts at hundreds of retailers, health insurance, annual awards celebration, wellbeing and employee assistance programmes. A positive and inclusive team culture based on respect, shared standards, strong values and a commitment to serving others. 12 weeks paid parental leave and 2 weeks paid partner leave (available after 6 months service) in addition to the government scheme. Diversityinclusive leave options, including paid gender affirmation leave and cultural leave for significant events (e.g., Lunar New Year, Diwali, Ramadan, NAIDOC Weeks). Career development opportunities with one of Queenslands largest notforprofit providers of community and residential care. Diversity & Inclusion We are committed to providing equal opportunities to all employees regardless of sex, race, culture, sexual orientation, disability or gender identity. We encourage Aboriginal and Torres Strait Islander applicants for this position. We work hard to make our services welcoming and safe for every person, and to uphold the highest standards of safety and inclusion. Apply Our application process takes less than 15 minutes. Click the APPLY button to submit your resume and cover letter. Our team is available to answer any questions you may have. Start making a difference today. #J-18808-Ljbffr