Eliassen Group
Business Analyst - IVR | Charlotte, NC (3 days onsite)
Are you passionate about cutting-edge voice response technology and eager to make a significant impact on customer service operations? We are seeking a dynamic and skilled professional to join our team as a Business Analyst for our IVR systems. In this role, you will be at the forefront of enhancing our client’s Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) systems, driving initiatives that improve customer experience and operational efficiency.
Base pay range $50.00/hr - $55.00/hr
Rate: $50/hr-$55/hr
Responsibilities
Support initiatives for IVR applications.
Provide support for analyzing, testing, and implementing application and process enhancements for IVR applications.
Participate in and document sessions with diverse teams to reach closure and agreement on changes to IVR applications for improvements for our customers, as well as Customer Operations as a whole.
Identify best practices regarding IVR design and work with the business to ensure appropriate updates are completed in the IVR.
Maintain IVR applications and process knowledge to support successful implementation of key business initiatives.
Identify improvement initiatives that deliver excellent customer experience/service, maintaining high levels of customer satisfaction and loyalty.
As needed, develop and run business queries required to perform business analytics.
Ensure appropriate documentation and IT requests (ITGs, PICCASO tickets, business cases, etc.) are submitted for the business.
Enter business requirements, test plans, and conduct testing using enterprise testing and verification tools.
Ensure consistent execution of processes within the work group.
Support corporate business continuity and storm response for Customer Services as needed.
Deliver direct support/expertise for IVR improvement initiatives.
Provide process review/analysis to support comprehensive requirements gathering that enable implementation of valued IVR improvement initiatives.
Provide strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning processes.
Required/Basic Qualifications
Bachelor's degree in Marketing, Accounting, Management Information Systems, or Computer Science. In addition to the required degree, three (3) years of related work experience.
In lieu of a Bachelor's degree(s) AND 3 year(s) of related work experience listed above, High School/GED AND 5 year(s) of related work experience.
Demonstrated ability to build business cases for projects.
Years of IVR application experience.
Knowledge of testing tools.
Seniority level Associate
Employment type Full-time
Job function Analyst
Industries IT Services and IT Consulting
Location Charlotte, NC
#J-18808-Ljbffr
Base pay range $50.00/hr - $55.00/hr
Rate: $50/hr-$55/hr
Responsibilities
Support initiatives for IVR applications.
Provide support for analyzing, testing, and implementing application and process enhancements for IVR applications.
Participate in and document sessions with diverse teams to reach closure and agreement on changes to IVR applications for improvements for our customers, as well as Customer Operations as a whole.
Identify best practices regarding IVR design and work with the business to ensure appropriate updates are completed in the IVR.
Maintain IVR applications and process knowledge to support successful implementation of key business initiatives.
Identify improvement initiatives that deliver excellent customer experience/service, maintaining high levels of customer satisfaction and loyalty.
As needed, develop and run business queries required to perform business analytics.
Ensure appropriate documentation and IT requests (ITGs, PICCASO tickets, business cases, etc.) are submitted for the business.
Enter business requirements, test plans, and conduct testing using enterprise testing and verification tools.
Ensure consistent execution of processes within the work group.
Support corporate business continuity and storm response for Customer Services as needed.
Deliver direct support/expertise for IVR improvement initiatives.
Provide process review/analysis to support comprehensive requirements gathering that enable implementation of valued IVR improvement initiatives.
Provide strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning processes.
Required/Basic Qualifications
Bachelor's degree in Marketing, Accounting, Management Information Systems, or Computer Science. In addition to the required degree, three (3) years of related work experience.
In lieu of a Bachelor's degree(s) AND 3 year(s) of related work experience listed above, High School/GED AND 5 year(s) of related work experience.
Demonstrated ability to build business cases for projects.
Years of IVR application experience.
Knowledge of testing tools.
Seniority level Associate
Employment type Full-time
Job function Analyst
Industries IT Services and IT Consulting
Location Charlotte, NC
#J-18808-Ljbffr