IVR Systems Analyst
2 days ago
About the Role:
We are seeking an experienced IVR Analyst to join our team. As an IVR Analyst, you will be responsible for analyzing call flow data and user behavior to identify opportunities for improvements within the IVR system, as well as improving user experience.
Key Responsibilities:
- Analyze call flow data and user behavior to identify opportunities for improvements 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 with 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 assessment and reviews of any changes to the IVR to ensure delivery of expected outcomes.
- Presentation of 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 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 income protection.
Our 4Cs Principles:
We believe in creating the right culture for our colleagues and giving them the right tools to do their job. This enables us to deliver good outcomes for every customer, grow the company profitably and sustainably, and invest in the communities we serve.
Equal Opportunities Employer:
Hastings Group is an equal opportunities employer which means we treat people fairly. We 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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