Analyst, IVR Management at T2 (Formerly 9Mobile)

Job ID: IRC4496

Job Summary

• Provide delivery support during development/deployment of IVR designs and Identified service improvement initiatives.

Principal Functions

• Schedule Voiceover artist recordings and deployment/upload of IVR prompts.
• Conduct and deliver weekly Health Check reports on the Interactive Voice Response (IVR) and Private Branch Exchange (PBX) channels.
• Conduct and deliver weekly external customer satisfaction survey reports on the use of the IVR self-service menus.
• Support the documentation and execution of IVR test cases and scenarios.
• Ensure optimal use of the IVR channel by monitoring and reporting monthly on IVR Menu utilization to Customer Care Management and Product Managers.
• Generate weekly and monthly reports on IVR metrics - Self Service Rate, Abandonment Rate, Exit Rates and Routing Accuracy etc.
• Provide ad hoc reports for the attention of the Manager, IVR Management, as and when required.