IVR Programme Manager - Techno Functional

Business Title: IVR Programme Manager - Techno - Functional

Job Location : Chennai

Role : IVR Programme Manager

The IVR Programme Manager will drive IVR utilisation and termination rates in all markets. They will support and drive customer satisfaction and operational excellence through IVR improvements and a tight change control process across all client care centres. Through effective IVR management this role will improve business productivity while driving up client satisfaction.

Ideally we would like someone with a technical background with some operational experience. The candidates should be technical but execution focused. They should be in a position to strick balance to shift from being strategic to solution focused approach across the domain & market. A best technical solution individual won- t necessary be a the best business solution person. However, looking for successful candidate who can effectively manage this balance.

The successful candidate will not be responsible for doing any coding etc. on our IVR's. More of Functional resource worked in a contact centre environment.

Work closely with IVR, Dialer teams to implement inbound and outbound call routing design. Plan, design and implement call routing design, using various methodologies in ASPECT ACD. Work closely with CTI, IVR, Dialer teams to implement complex call routing design solution. Configuring and generating the Reports for Aspect as per the requirement of the user. Experienced in CISCO ICM scripting, ASPECT Call Center ACD administration, Nortel Meridian PABX administration, AVAYA Vectoring and Contact Center Voice infrastructure management is an added advantage but not mandatory.

RESPONSIBILITIES:

Strategy

- Develop an IVR improvement strategy that encompasses the following

- Improvements in IVR utilisation

- Improvements in Client experience

- Cost effective improvements

- Gain stakeholder and country buy-in to the strategy

- Work with ITO stakeholders to formulate the strategy

- Obtain appropriate funding for the strategy

Business / Execution

- Utilize data, metrics, system tools as well as survey/assessment to identify improvement opportunities with respect to the IVR.

- Work with vendors and ITO to understand the IVR best practices used in and outside banking/financial services

- Develop business cases and/or PAR's for IVR improvements

- Gather business requirements and document accordingly

- Be able to work as part of a Project team.

- Project manage new implementations or improvements to the IVR

- Show measureable improvements in three key objectives

FTE reduction

Client experience / Client satisfaction

Cost out

Qualifications:

- Degree in Computer Engineering, Business or equivalent

- Excellent analytical, problem solving skills and a creative flair

- Excellent contact centre knowledge, including the use of digital channels

- Familiar with project management

- Excellent communication skills both verbal and written English

- A team player with excellent interpersonal skills. Ability to manage stakeholders across bank's network

- Focused, organised, results-oriented and works independently to strict time frames

- Broad knowledge of Contact Centre operations and infrastructure would be an advantage

You can reach me on this number - 9841930349

The opening is with a leading TOP- MNC- Bank - Contact Centre.