IVR Analyst 智能语音服务

Task Description

IVR Application Implementation 
•            Provide transparency to all stakeholders (scope, time, budget, risk, quality etc.) according to project management methodology
•            Identify and resolve/ manage issues and constraints regarding time, risks, deliverables, quality and coordinate with line management for solving those issues
•            Implement changes per business requirement
•            Manage the testing cycles and ensure a proper schedule is developed and sign-off completed
•            Evaluate results after implementation, lessons learned and key findings
•            Ensure training materials are developed and training is delivered

IVR Application Support
•            Acting as a subject-matter expert in the Contact Center Domain for IVR , identify, analyze, and translate business needs into business requirements; and work closely with IT team in the implementation of solutions
•            Analyze the performance of the IVR in terms of caller experience, and recommend specific changes to improve customer satisfaction and transaction completion.
•            Facilitating the coordination of Contact Center projects by acting as the liaison between the business users/stakeholders and various systems groups
•            Maintain strong relationships with Operations, vendor(s), IT support, and CCT team to allow for effective growth and improvements

Adhoc Tasks
•            Lead or participate in ad-hoc projects for the purpose of achieving Operations and MBAFC strategic and operational business objectives
•            Assessing and managing risks / mitigating risks
•            Regular assessment of risks in area of responsibility
•            Ensuring successful implementation and maintenance of Compliance measures
•            Take responsibility and support adequate reaction to disciplinary measures in case of Compliance failures/gaps
•            Lead by example: Set the right tone for the organization and take ownership, accountability and responsibility for behavior and actions
•            Ensure sufficient processes to mitigate risks from human capital, e.g. by consistent application of disciplinary guidelines, monitoring frequency of rotations and ensuring appointment of appropriate candidates in sensitive areas


Training and Qualification:
•            Bachelor or higher degree in telecommunications, Computer Science, Information Technology, or related fields preferred
•            Good written and oral English & Chinese communication skills
•            High degree of personal and professional integrity, accountability and credibility
•            Good organizational, interpersonal & collaboration skills
•            Excellent decision execution and strong willingness to succeed
•            Can handle complexity and is solution oriented
•            Analytical thinking with structured way of working
Technical Knowledge:
•            Knowledge of telephony system and IVR technology
•            Contact center platform management experience is preferred
•            Have high level expertise of IVR systems, especially Aspect UIP or CXP system will be an advantage
•            Knowledge of project management approaches, tools and phases of the project lifecycle
•            Proficient with Microsoft Office applications
•            5+ years industry experience in IVR, speech recognition applications and Self Service solutions of customer service related area.
•            Must have prior experience reviewing and analyzing Contact Center solutions, while making suggestion for design improvements and strategy roadmaps
•            Preferred to have project management experience
•            Preferred to have experience on Customer Service related area

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