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IVR Systems Analyst

2 months ago

Leicester, Leicester, United Kingdom Hastings Direct Full time
IVR Analyst Job Description

Hastings Direct is seeking a skilled IVR Analyst to join our team. As an IVR Analyst, you will play a crucial role in analyzing call flow data and user behavior to identify opportunities for improvement within the IVR system, as well as improving user experience.

Key Responsibilities:
  • Analyze call flow data and user behavior to identify opportunities for improvement within the IVR system
  • Conduct regular reviews of IVR performance, identifying bottlenecks and proposing solutions to relevant technical areas
  • Collaborate with Telephony and Ops Readiness to support the design, testing, and implementation of new or changed IVR functionality
  • Produce reporting on IVR system performance, identifying key metrics including pre-queue abandonment, containment rate, error rate, and navigation time
  • Perform assessments and reviews of any changes to the IVR to ensure delivery of expected outcomes
  • Present insights and recommendations to key leadership and operational stakeholders
Requirements:
  • Strong knowledge of telephony platforms (such as CX One, Avaya, Genesys, or similar)
  • Proven experience in working with IVR systems, call flow design, and analytical skills
  • Excellent stakeholder and communication skills with a collaborative approach
What We Offer:

Hastings Direct is a digital insurance provider with ambitious plans to become the best and biggest in the UK market. We offer a range of benefits, including an attractive salary, flexible working, a competitive bonus scheme, physical and mental wellbeing programs, and more.

We are an equal opportunities employer and welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.