IVR CTI Specialist | Du Dubai, UAE

Job Purpose:

Responsible for IVR and ASR :

o Work with the marketing proposition managers on enhancing the IVR experience , coordinating the implementation of requirements with the technical teams.

o Work on increasing the IVR automation rate by retrieving the most frequent inquires on the call centre and automat them within the IVR menus.

o Select and recording the voice talent and working with the IT team in order to design the required menus to be installed additionally to dump those recordings on the system.

o Update the IVR menus depended on the business needs.

o Design the Customer Care IVR menus and trees

o Prepare the required voice prompts and scripts for the IVR menus, coordinate if required script development and prompt recording with Marketing

o Make planned healthy check for the IVR to make sure that it is working properly.

o Develop IVR test plans and make sure that the IVR is working well with sufficient capacities.

o Follow up on the IVR dimensioning and expansions in order to serve the maximum number of customers with good service level

o Work with the IT team on any integration possibility (in particular IN (IVR), Business Support systems, like Siebel, and BSCS) that might help increasing the automation rate.

· Responsible for the Call-Flow Management as part of the Contact-Centre systems (CTI):

o Together with other stakeholders enhance the call-flow ensuring adequate language and value based routing

o Gather and document respective requirements and coordinate the implementation of requirements with the technical teams / vendors

o Test call-flow changes

o Ensure well-functioning of the call-flow

· Part of the Work Force Management team, back-up support to:

o Trend analyses through out the daily call intervals

o Create and/or review volume and handle time forecasts

o Set agents requirements like the earliest and latest start and stop times, number of breaks

o Defined weekly and daily work rules

o Analyze agent availability and utilization rates

o Determine if staffing levels are correct, and if not, devise a staffing plan to meet objectives

o Develop scheduling strategies for maximum utilization of available staff

o Observe real time management practices and offer suggestions for improvement

Responsible for the vacation planner in the WFM system to plan the yearly vacations and holidays (and other defined vacation types) for agents.

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