Job Description
The IVR Specialist will report directly to the Head of Commercial Operations and will be responsible for the strategic development, implementation, and optimization of IVR systems and solutions across the Group. This includes designing intuitive IVR flows, developing engaging scripts, and ensuring seamless integration with other systems.The primary objective of the IVR specialist role is to enhance the customer experience by developing and managing effective IVR systems. This involves optimizing operational efficiency, driving business growth through innovative IVR solutions, and creating user-friendly self-service solutions that enable customers to easily access services and information.The IVR specialist will work to tactically reduce the workload of the Customer Service (call centers) and maximize the efficiency of the IVR channel. In addition, they will oversee the management of IVR recordings, promote the use of IVR channels in accordance with operational standards, and implement strategies to improve customer self-service capabilities.
Job Industry
Job Salary Currency
CDFJob Salary Fixed
NoKey Deliverables
Analyzing call data to identify customer pain points and improve the IVR experience.Create intuitive and efficient scripts for IVR flowcharts.Design user-friendly IVR menus and promptsCompile the system and function specifications for the necessary improvements.Define business requirements using human-centered design principles, develop scenarios and flows, perform business acceptance tests, participate in release planning exercises, and conduct production verification tests when necessary.Ensure that the service content corresponds to the needs of the customers and the reasons for their contact.Analyze, optimize and formulate processes.Analyze statistics and troubleshoot processes to identify improvements.Ensure that the necessary quality control measures are in place to guarantee the quality and availability of customer service information.Reduce call center management time by efficiently routing calls via IVR.Increase first call resolution rates with accurate and informative IVR interactions.Monitor IVR performance metrics and make data-based improvements.Provide reports on IVR performance and statistics.Check, analyze, ensure the effectiveness of IR flows and optimize their use.Maintain, develop and update accurate information and feedsWorking with system owners to improve IVR systems and platforms.Evaluate and make recommendations on an effective self-service strategy to reduce call volume.Manage the team responsible for translating/validating content and liaise with the agency to ensure recordings are completed in accordance with the agreed SLA and data privacy regulations.V
Professional Qualifications
| Industry | Qualification |
|---|---|
| Human Resource Management | Experience in customer service, call center, or support operations Marketing experience Experience in collaborating and facilitating activities within and outside an organization Creative writing skills Experience with customer support center technologies is highly desirable. Bilingual in French and English Bachelor's degree or equivalent related experience, preferably in a related company or field. SKILLS (KNOWLEDGE, COMPETENCIES AND ATTRIBUTES) Knowledge of support technologies/call centers Project and process management Business analysis Highly developed communication and interpersonal skills, capable of interacting effectively with both managers and employees at all levels. Ability to manage multiple projects and deadlines simultaneously while maintaining a strong customer service focus Highly motivated, autonomous, and possesses a determined personality, capable of working under tight deadlines. Excellent written and oral communication skills in French, English and one or more local languages. Teamwork |