10 Jul 2017

Full-Time Infrastructure & Systems Coordinator

nib – Newcastle, New South Wales, Australia

Job Description

nib require a “Infrastructure & Systems Coordinator” in Hunter Valley NSW:

Due to recognised growth along with nib’s ongoing commitment to deliver outstanding customer experience, a brand new opportunity exists for an Infrastructure and Systems Development Coordinator to join our Contact Centre business unit.

This role is pivotal in coordinating the maintenance and technical support of the contact centre CTI telephony platform, ensuring all systems and technology are effectively utilized to achieve optimum performance. Whilst managing and exceeding key stakeholder expectations, you will also be instrumental in the implementation of the best business solutions possible, resulting in elevated customer experience delivery.

What you will do

As an experienced technical support provider, you will know that no day is ever the same! We live and breathe change and growth at a rapid pace at nib and see the ‘status quo’ as death.

This role is specifically tasked with providing immediate front line assistance to work with the vendor and resolve any break fix issues that arise in the course of business.

You will utilise your analytical ability to monitor business performance and plan and change routing strategies based on nib’s business requirements, considering all interaction flow scenarios along with the impact of any change on other systems, such as reporting and workforce planning.

You will oversee system change request and ensure accuracy of proposal, providing recommendations and alternative technical solutions for all customer interactions to balance customer experience and productivity.

What you need

  • Proven experience in the administration of Automatic Call Distributor (ACD), Computer Telephony Integration (CTI) and Management Information Systems (MIS)
  • Demonstrated experience with Interactive Intelligence and/ or Genesys suite of products
  • Understanding of the architecture and functionality of the CTI platform
  • Previous exposure to contact centre telephony platforms, highly desirable
  • Well-developed computer skills including extensive analytical and reporting experience
  • Ability to communicate effectively with key internal stakeholders and vendors
  • Commitment to excellence in Customer Service Quality Assurance policies along with continuous improvement initiatives to improve customer experience and reduce costs

Why it’s worth it

There are BIG things happening at nib and we want you to join in and be part of our organisation that is not just about providing our customers with affordable health care when and where needed- we want to do more and we are. Due to our continued growth and exciting initiatives, we need more talent to join us on our mission.

This is a great opportunity to join an industry leading organisation where there are lots of exciting changes and great growth opportunities. You will have the ability to make an impact within the business and have some great involvement in nib’s growth ambitions, new initiatives and our future growth agenda.

Interested to join our team?

Submit your interest by submitting your resume and a cover letter addressing the above selection criteria, telling us a little more about you.

nib is an EEO employer and promotes diversity in the work place.

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Job Categories: Administrative and Support Services and Information Technology. Job Types: Full-Time. Occupation: Professionals.

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