Strategic Staffing Solutions
Technical voice analyst
Strategic Staffing Solutions, Charlotte, North Carolina, United States, 28245
Technical Recruiter/Sourcing Specialist @ Strategic Staffing Solutions | Human Resources (HR)
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Technical Voice Analyst / IVR Analyst Charlotte, NC
Setting Hybrid
Duration 12 months
Job Summary The Customer Contact Center receives over 32 million customer calls per year and the business is highly dependent on a complex telecommunications infrastructure to correctly route and manage these calls. The IVR handles 14-15 million calls per year and represents over 60% of the workload handled in the Customer Services department. The IVR also supports a third party vendor call center(s), which manages overflow English and Spanish Electric as well as Gas Outage calls overflow. Management of the call center voice systems and call routing is critical to the call center s results and customer services business strategy. The Voice Response Technology group serves as the bridge between the various stakeholders and Information Technology with regards to the Automatic Call Distribution (ACD) and Voice Response tools and provide additional self-service transactions, new products and services and make other enhancements to the IVR. This group serves as subject matter experts, business analyst, testers and project managers on various projects to enhance these systems.
Responsibilities
Supports Initiatives for IVR applications
Provides support for analyzing, testing and implementing application and process enhancements for IVR applications.
Participates and documents sessions with diverse teams to come to closure and agreement of changes to IVR applications for improvements for our customers, as well as Customer Operations as a whole
Identifies best practices with regards to IVR design and works with the business to ensure appropriate updates are completed in the IVR
Maintains IVR applications and process knowledge to support successful implementation of key business initiatives
Identifies improvement initiatives that deliver excellent customer experience/service, maintaining high levels of customer satisfaction and loyalty
As needed, develops and runs business queries required to perform business analytics
Ensures 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 tool
Ensure consistent execution of processes with the work group
Supports corporate business continuity and storm response for Customer Services as needed Delivers direct support/expertise for IVR improvement initiatives
Provides process review/analysis to support comprehensive requirements gathering that enable implementation of valued IVR improvement initiatives
Provides for strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning processes
Collaborates with operations and process analysts and other support organizations to ensure their expectations are achieved and issues are resolved in a timely manner
Maintains working relationships with other groups and departments to support successful project design, implementation and adoption of new application enhancements and processes
Supports corporate continuous improvement and Customer Operations business excellence efforts, ensuring Customer Service work in these areas is in alignment with corporate standards and objectives Maintains a Safe and Productive Work Environment
Contributes to a positive work environment where fellow employees work safely and efficiently
Maintains productivity and focus, keeping management and business partners well informed of project/process deliverables and emerging issues/opportunities as required
Adopts and models the safety guiding principles
Supports a consulting culture, mindset, and results-oriented environment within the organization that drives teamwork
Support effective change management, process reengineering and builds/maintains strong operations and application knowledge base Tracks system performance and utilization measures and performs application quality assurance monitoring
Collects data for benchmarking and trending analysis.
Conducts routing QA checks and responds to issues affecting customers and business processes.
Researches complex customer experience issues or business issues and presents recommendations to management.
Facilitates customer feedback by performing focus groups, surveys, and regular reviews with stakeholders at all levels of the Customer Operations organization.
Supports benchmarking initiatives, as needed, and monitors technology innovations, evaluating ACD and IVR technologies and strategies for opportunities to apply.
Coordinates routine no-damage testing of IVR modifications and enhancements. * Conducts routine quality assessments for work group.
Identifies areas of process and system improvements.
Assists management with workgroup problem investigations.
Required/Basic Qualifications
Bachelors degree in Marketing, Accounting and Management Information Systems or Computer Science. In addition to required degree, three (3) years related work experience
In lieu of Bachelors degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 5 year(s) related work experience
5 Years Experience with Genesys Cloud Architect
Genesys BOT call flow design
Building IVR call flows that target increasing o Containment o Payments
Experience supporting, designing, and managing solutions related to IVR customer experience
Desired Qualifications
Master's degree. In addition to desired degree, 3 years related work experience
Additional Preferred Qualifications
Customer Service experience
Demonstrated ability to build business cases for projects
Three to five (3-5) years of IVR application experience.
Architect / IVR and CRM Integration
Architect / IVR Reporting & Milestones
Knowledge of testing tools
Working knowledge and experience with the software development lifecycle
Working knowledge and experience creating call flow and scripting requirements
Acknowledged interpersonal skills to work effectively with both internal and external personnel; strong collaborative skills
Demonstrated solid written and oral communication skills
Demonstrated ability to manage multiple assignments/projects at one time
Working knowledge of process documentation tools such as Visio
Working knowledge of application and project testing
Demonstrated ability to conduct presentations in a group environment
Demonstrated knowledge and experience eliciting/documenting IVR requirements * Demonstrated process design and analysis skill set
Demonstrated analytical skills
Demonstrated problem solving skills
#J-18808-Ljbffr
Direct message the job poster from Strategic Staffing Solutions
Technical Voice Analyst / IVR Analyst Charlotte, NC
Setting Hybrid
Duration 12 months
Job Summary The Customer Contact Center receives over 32 million customer calls per year and the business is highly dependent on a complex telecommunications infrastructure to correctly route and manage these calls. The IVR handles 14-15 million calls per year and represents over 60% of the workload handled in the Customer Services department. The IVR also supports a third party vendor call center(s), which manages overflow English and Spanish Electric as well as Gas Outage calls overflow. Management of the call center voice systems and call routing is critical to the call center s results and customer services business strategy. The Voice Response Technology group serves as the bridge between the various stakeholders and Information Technology with regards to the Automatic Call Distribution (ACD) and Voice Response tools and provide additional self-service transactions, new products and services and make other enhancements to the IVR. This group serves as subject matter experts, business analyst, testers and project managers on various projects to enhance these systems.
Responsibilities
Supports Initiatives for IVR applications
Provides support for analyzing, testing and implementing application and process enhancements for IVR applications.
Participates and documents sessions with diverse teams to come to closure and agreement of changes to IVR applications for improvements for our customers, as well as Customer Operations as a whole
Identifies best practices with regards to IVR design and works with the business to ensure appropriate updates are completed in the IVR
Maintains IVR applications and process knowledge to support successful implementation of key business initiatives
Identifies improvement initiatives that deliver excellent customer experience/service, maintaining high levels of customer satisfaction and loyalty
As needed, develops and runs business queries required to perform business analytics
Ensures 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 tool
Ensure consistent execution of processes with the work group
Supports corporate business continuity and storm response for Customer Services as needed Delivers direct support/expertise for IVR improvement initiatives
Provides process review/analysis to support comprehensive requirements gathering that enable implementation of valued IVR improvement initiatives
Provides for strategies and goals as requested by the leadership team, communicating sound vision and perspective during the customer service planning processes
Collaborates with operations and process analysts and other support organizations to ensure their expectations are achieved and issues are resolved in a timely manner
Maintains working relationships with other groups and departments to support successful project design, implementation and adoption of new application enhancements and processes
Supports corporate continuous improvement and Customer Operations business excellence efforts, ensuring Customer Service work in these areas is in alignment with corporate standards and objectives Maintains a Safe and Productive Work Environment
Contributes to a positive work environment where fellow employees work safely and efficiently
Maintains productivity and focus, keeping management and business partners well informed of project/process deliverables and emerging issues/opportunities as required
Adopts and models the safety guiding principles
Supports a consulting culture, mindset, and results-oriented environment within the organization that drives teamwork
Support effective change management, process reengineering and builds/maintains strong operations and application knowledge base Tracks system performance and utilization measures and performs application quality assurance monitoring
Collects data for benchmarking and trending analysis.
Conducts routing QA checks and responds to issues affecting customers and business processes.
Researches complex customer experience issues or business issues and presents recommendations to management.
Facilitates customer feedback by performing focus groups, surveys, and regular reviews with stakeholders at all levels of the Customer Operations organization.
Supports benchmarking initiatives, as needed, and monitors technology innovations, evaluating ACD and IVR technologies and strategies for opportunities to apply.
Coordinates routine no-damage testing of IVR modifications and enhancements. * Conducts routine quality assessments for work group.
Identifies areas of process and system improvements.
Assists management with workgroup problem investigations.
Required/Basic Qualifications
Bachelors degree in Marketing, Accounting and Management Information Systems or Computer Science. In addition to required degree, three (3) years related work experience
In lieu of Bachelors degree(s) AND 3 year(s) related work experience listed above, High School/GED AND 5 year(s) related work experience
5 Years Experience with Genesys Cloud Architect
Genesys BOT call flow design
Building IVR call flows that target increasing o Containment o Payments
Experience supporting, designing, and managing solutions related to IVR customer experience
Desired Qualifications
Master's degree. In addition to desired degree, 3 years related work experience
Additional Preferred Qualifications
Customer Service experience
Demonstrated ability to build business cases for projects
Three to five (3-5) years of IVR application experience.
Architect / IVR and CRM Integration
Architect / IVR Reporting & Milestones
Knowledge of testing tools
Working knowledge and experience with the software development lifecycle
Working knowledge and experience creating call flow and scripting requirements
Acknowledged interpersonal skills to work effectively with both internal and external personnel; strong collaborative skills
Demonstrated solid written and oral communication skills
Demonstrated ability to manage multiple assignments/projects at one time
Working knowledge of process documentation tools such as Visio
Working knowledge of application and project testing
Demonstrated ability to conduct presentations in a group environment
Demonstrated knowledge and experience eliciting/documenting IVR requirements * Demonstrated process design and analysis skill set
Demonstrated analytical skills
Demonstrated problem solving skills
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