Job Summary
Responsible for ensuring that the Contact Centre impacting IVR systems are developed with relevant capabilities and integrated successfully for a seamless end-to-end call treatment experience.
Responsible for ensuring Customer Care readiness to support new product, service and proposition launches in conjunction with Customer Experience team and other stakeholders.
Principal Functions
Serve as Subject Matter Expert on IVR application design, integration, Identification and database management.
Lead detailed analysis into IVR call flows and identify areas for improvement to enhance customer experience.
Lead the IVR support team in producing monthly, weekly and daily reports measuring effectiveness against set KPI’s.
Act as liaison with IT and other 3rd party vendors to provide required system support.
Identify and apply industry best practices and benchmarks and develop best-in-class process models for the IVR.
Lead cross-functional project teams to identify and deliver process improvement initiatives that will drive increased customer satisfaction on the IVR.
Identify call routing issues and propose solutions for operational effectiveness.
Liaise with other channel managers (Customer Experience, Contact Centre, Retail Sales etc.) to ensure consistence of customer experience across all Etisalat touch points.
Manage the seamless integration of new products, services, promotions into Customer Care in order to ensure the readiness of systems/hardware and frontline/back-office teams to provide high quality support well ahead of launch and throughout the product or service life cycle.
Participate in cross-functional teams to enhance the service experience for Etisalat customers on the IVR, including identifying, planning, and executing opportunities for improvement.
Conducting and ensuring the timely completion of performance reviews.
People Development & Team Building – Providing direct reports with coaching, feedback, and developmental opportunities and building an effective team.
Planning and Execution – Developing strategic and operational plans for the team, managing execution, and measuring results within the unit.
Perform any other duties as assigned by the Head,Customer Care Support and IVR.
Educational Requirements
First degree or equivalent in a relevant discipline.
Postgraduate/ professional qualification in a related field will be an added advantage.
Experience, Skills & Competencies
Six (6) to eight (8) years’ work experience, with at least three (3) years in a supervisory role.
Strong knowledge of Microsoft Office including, Visio, Excel, Access, Think cell,Adobe Illustrator & SharePoint.
Ability touse Avaya Aura Orchestration Designer.
Experience in project management or change management.
Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
Strong Analysis & Problem Solving skills
A thorough understanding of consumer needs, drivers and issues
Outgoing, organized, persistent, flexible and able to focus on long term goals
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