IVR Systems Analyst

1 week ago

Leicester, Leicester, United Kingdom Hastings Direct Full time
About the Role

We are seeking a skilled IVR Systems Analyst to join our team at Hastings Direct. As an IVR Systems Analyst, you will play a critical 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

As an IVR Systems Analyst at Hastings Direct, you will have the opportunity to work with a talented team of professionals who are passionate about delivering excellent customer experiences. We offer a competitive salary, flexible working arrangements, and a range of benefits, including a 4Cs performance bonus, life assurance cover, and access to a range of wellbeing resources.

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.

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