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Sr. IVR Analyst - Customer Care

Expired Job

Home Depot Atlanta , GA 30301

Posted 2 months ago

POSITION PURPOSE

The IVR Analyst's responsibility is to maintain and support IVR (Interactive Voice Response) architecture for 1-800-THD across the enterprise, working with businesses, merchants, credit partners and contact centers. Provide insights, data, trends and recommendations on selection options, call scripts, call path, self-serve capabilities. Ownership of ACD call routing, hours of operation, messaging, emergency protocol, fail-over and business continuity. Common responsibilities include:

  • Map and Communicate ownership of each TFN (toll-free number), prompt along with a stakeholder organization and POC.

  • Establish standardized request communication in addition to delivery timelines, blackout periods and comprehensive QA process to understand dependencies of changes.

  • Establish regular set of reporting/data map to provide insights back to the businesses.

  • Recommend enhancements and adjustments to call routing structure including skilling, messaging, menus and submenus, delays etc to operational stakeholders.

  • Analyze and understand call flow through IVR and skilling trees, correlate customer actions (abandon, misroute) to design.

  • Success Measures for this role include: request completion and speed of service, outage communication speed of service, and operational feedback

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

  • 25%-Maintain and support IVR (Interactive Voice Response) architecture for 1-800-THD across the enterprise, working with businesses, merchants, credit partners and contact centers.
  • 25%-Provide insights, data, trends and recommendations on selection options, call scripts, call path, self-serve capabilities.
  • 25%-Responsible for ACD call routing, hours of operation, messaging, emergency protocol, failover and business continuity.
  • 25%-Create and communicate ownership of each TFN prompt, along with designating the stakeholder organization and point of contact.

NATURE AND SCOPE

  • This position reports to Manger or Director

  • This position has no Direct Reports

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.

  • Must be legally permitted to work in the United States.

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 2 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:

  • Experience designing and implementing IVR menus, routing, logic both touch-tone and voice

  • Experience with ACD systems such as Avaya, Cisco etc.

  • Experience with Contact Center technology and platforms

  • Experience with telephony, telecom and switch concepts and architecture (POTS, PTSN, PBX)

Knowledge, Skills, Abilities and Competencies:

Familiarity with designing, testing, implementing and supporting enterprise network infrastructures.


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Sr. IVR Analyst - Customer Care

Expired Job

Home Depot