Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
We are recruiting to fill the below position:
Job Title: Manager, IVR Management
Location: Lagos
Job Summary
- Responsible for ensuring that the Contact Centre impacting IVR systems are developed with relevant capabilities and integrated successfully for a seamless end-to-end call treatment experience.
- Responsible for ensuring Customer Care readiness to support new product, service and proposition launches in conjunction with Customer Experience team and other stakeholders.
- Principal Functions
- Serve as Subject Matter Expert on IVR application design, integration, Identification and database management.
- Lead detailed analysis into IVR call flows and identify areas for improvement to enhance customer experience.
- Lead the IVR support team in producing monthly, weekly and daily reports measuring effectiveness against set KPI's.
- Act as liaison with IT and other 3rd party vendors to provide required system support.
- Identify and apply industry best practices and benchmarks and develop best-in-class process models for the IVR.
- Lead cross-functional project teams to identify and deliver process improvement initiatives that will drive increased customer satisfaction on the IVR.
- Identify call routing issues and propose solutions for operational effectiveness.
- Liaise with other channel managers (Customer Experience, Contact Centre, Retail Sales etc.) to ensure consistence of customer experience across all Etisalat touch points.
- Manage the seamless integration of new products, services, promotions into Customer Care in order to ensure the readiness of systems/hardware and frontline/back-office teams to provide high quality support well ahead of launch and throughout the product or service life cycle.
- Participate in cross-functional teams to enhance the service experience for Etisalat customers on the IVR, including identifying, planning, and executing opportunities for improvement.
- Conducting and ensuring the timely completion of performance reviews.
- People Development & Team Building - Providing direct reports with coaching, feedback, and developmental opportunities and building an effective team.
- Planning and Execution - Developing strategic and operational plans for the team, managing execution, and measuring results within the unit.
- Perform any other duties as assigned by the Head,Customer Care Support and IVR.
Educational Requirements
- First degree or equivalent in a relevant discipline.
- Postgraduate/ professional qualification in a related field will be an added advantage.
Experience, Skills & Competencies
- Six (6) to eight (8) years' work experience, with at least three (3) years in a supervisory role.
- Strong knowledge of Microsoft Office including, Visio, Excel, Access, Think cell,Adobe Illustrator & SharePoint.
- Ability to use Avaya Aura Orchestration Designer.
- Experience in project management or change management.
- Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
- Strong Analysis & Problem Solving skills
- A thorough understanding of consumer needs, drivers and issues
- Outgoing, organized, persistent, flexible and able to focus on long term goals
Application Closing Date
Not Specified
How to Apply
Interested and qualified candidates should:
Click here to apply online