Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.We support more than two million members, with around $100 billion of funds under management and are recognised as a responsible investment leader. We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome.Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.You will support the Product Owner in delivering technology and insights that enhance contact centre performance and improve member and employer outcomes.Key ResponsibilitiesAssist in implementing contact centre technology across member, employer, and insurance channels.Monitor daily performance metrics to identify trends and drive service improvements.Collaborate with internal teams and partners to assess service impacts and deliver actionable insights.Provide SME input into initiatives, ensuring data-driven decisions and effective execution.Lead optimisation efforts across platforms like LivePerson and Amazon Connect.Act as the primary liaison with Catalyst and the Data team to align on shared goals and reporting.Represent the Service Technology team in cross-functional forums and strategic projects.Identify service pain points and translate them into improvement initiatives.Maintain the call listening library and manage task tracking via Jira.Validate campaign automation in Snowflake and coordinate seasonal messaging.
