Voice Products Automation Manager at CashXpress Nigeria Limited

This role is a key role in our company, ensuring that CashX voice bots and interactive voice systems serve our customers while minimizing costs.

This requires a deep understanding of customer behavior in lending, technological changes, communications services, AI trends, revenue generation, cost estimation and optimization, solution development and integration, and ensuring voice products are running smoothly at all times.

This position will include the following responsibilities:

• Develop voice products in the areas of onboarding, customer service/support and especially debt collection, through voice bots, interactive voice responses and integration with AI-powered voice agents - in collaboration with other team members.
• Develop, implement and optimize scripts and matrices for various departments: verification, customer service and loan repayment. Develop and manage matrices of communication solutions, interaction scripts.
• Track interactions between personalized paid variable voice products and recorded voice products using natural language processing tools with a focus on minimizing costs. Map predefined voice scripts and matrices to their categories using voice tools and AI tools.
• Manage the optimization of voice product tool capabilities, such as ElevenLab, n8n and others, as well as communication channels, such as Grafana, Webitel, etc. with a focus on subscription/request/usage pricing.
• Ensure full portfolio coverage and optimize coverage according to DPD schedules with voice products in all areas. Plan and time control the implementation of new voice products and technical aspects of their connection. Identify factors affecting the use of voice services by customers, as well as trends in inactivity/inefficiency.
• Track key performance indicators of the voice services segment and analyze data for product optimization: revenue, usage and retention of voice products. Monitor the life cycle, connectivity and capabilities of customers to stimulate the growth of process automation.
• Interact with department heads, supervisors and team leads to optimize product performance. Check the accuracy and completeness of data analysis and reporting on voice products. Provide regular reports on key performance indicators (KPIs) of products based on Power BI and Excel (daily, weekly, monthly) to management.
• Conduct market analysis to assess trends in the voice product industry/competitor activity and the use of similar or alternative tools.

Requirements:

• Higher education in relevant fields.
• Relevant experience and functional/technical skills.
• 2-3 years of experience in developing/engineering IT solutions in the field of voice products, with an emphasis on product data analysis.
• Ability to work in a results-oriented organization. Experience in international companies is a plus.
• Interest in and technical knowledge of the latest technologies and services used in the industry and related industries.
• Excellent data analysis skills, attention to detail, adequacy and independence in decision-making.
• Experience in digital lending, financial services, call centers or telecommunications will be an additional advantage.