Home Depot Atlanta , GA 30301
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
NATURE AND SCOPE
This position reports to Manger or Director
This position has no Direct Reports
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
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
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.
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.