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.
Rate: $50/hr-$55/hr
This position will:
- Support initiatives for Voice Response applications and provide support/expertise for the ACD and IVR improvement initiatives.
- Track system performance and utilization measures and perform application quality assurance monitoring.
- Serve as the technical steward from the business and is expected to stay abreast of voice response technology/trends and how they impact or benefit our stakeholder’s business strategies. This requires technical research and building solid business relationships.
- Serve as the interface to vendors that provide technology services and is expected to lead and direct vendors in providing services to our client on projects and daily operations.
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.
