Sr IVR Analyst

Client Reference Code: 196518-2

JOB SUMMARY
This role will work closely with vendors to document caller experiences and identify opportunites for Interactive Voice Response (IVR) containment and customer satisfaction improvement. This person will design, conduct and report on a variety of caller experience testing initiatives, conduct system changes, perform analysis and reporting, and assist with all Charter system operations. Additionally, they will evaluate natural language and voice recognition technologies that contribute to Charter’s vision for Interactive Customer Care.

MAJOR DUTIES AND RESPONSIBILITIES
Deeply understand and recommend IVR and speech recognition technologies and self-service systems to ensure the customer experience with Charter’s implementation is industry-leading.

Manage the creation of test environments, test accounts and test data requests

Write detailed test scripts with acceptance criteria.

Report test case execution performance and provide failure details to internal and vendor teams.

Recommend caller experience evaluation methodologies to solve business problems.

Contribute to the strategic plan for Charter’s natural language/voice recognition self-support systems.

Continuously iterate and improve Charter’s IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening.

Define intuitive troubleshooting and customer process flows to enable self-service.

Build effective relationships with the Customer Care, Telephony, IT, Engineering and Network Operations teams.

Provide regular and ad-hoc reporting and analysis of IVR system performance, user behavior, and self-support transaction success rates.

Proactively identify customer experience trends and propose solutions.

Customer-focused, and actively and consistently support all efforts to simplify and enhance the customer experience.

Expand role into other Interactive Customer Care initiatives as required.

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and synthesize complex data
Ability to listen to and interpret the needs of the customer
Ability to make decisions and solve problems while working under pressure
Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
Ability to work with others to resolve problems, handle requests or situations with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to manage multiple projects while coordinating efforts across a variety of functional areas
Customer focused
Exceptional written and verbal communications skills
Independent thinker
Knowledge of cable and telecommunications products and services (e.g., cable/high speed Internet/ telephone)
Project management skills
Strong knowledge of telephony and customer support systems
Strong analytical approach to presenting recommendations and making decisions
Technically savvy
Familiar with PBX Call routing technology involving call center environments
Ability to develop comprehensive test plans

Education
Bachelor's degree in business or related field, or equivalent experience

Related Work Experience Number of Years
Experience in related industry (Telecommunications, IVR, Cable) 5+
Experience in related testing techniques and methods 5+
Experience in project management 2+

PREFERRED QUALIFICATIONS

Related Work Experience
Avaya PBX and call center experience

WORKING CONDITIONS
Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays.

Job Code : TWCCOP335 Sr IVR Analyst Exempt

196518BR