IVR Manager

Customer Service e-Support
IVR Manager

Position Description

Develop, maintain and improve Vonage Customer Care?s IVR solution. Optimize call center routing infrastructure to maximize resource effectiveness. Work with IVR vendor, development and product management to roll out new application and identify additional improvements that will reduce call volume into our centers and increase customer satisfaction. Work with Call Center Managers to understand business needs and proactively manage call center routing.

Major Duties

? Implement Phase I of our hosted or in-house IVR solution
? Optimize current call center routing infrastructure
? Measure utilization and effectiveness of the IVR; establish standard performance metrics
? Define business requirements for future phases and create business cases to justify expense
? Develop reporting requirements for IVR and Routing in order to make business decisions.
? Identify process breakdown points and work with cross-functional team to develop solutions
? Identify ways of assisting call center management to quickly recognize a spike in call types
? Identify ways of assisting sales in gathering information on prospects

Industry Knowledge

? Candidate should be able to demonstrate knowledge about established and evolving methods and procedures of call center IVR solutions.
? Candidate should be able to demonstrate knowledge about call center management technology platforms including setup and capabilities of a best in class PBX.


This position requires employee to
? Investigate and evaluate best practices, appraise and assimilate evidence and improve customer care practices.
? Analyze current practices and perform improvement activities using a systematic methodology.
? Use information technology to manage information, access on-line information and support their own education
? Facilitate the learning of students and other customer care profession

Preferred Qualifications

? Candidate must have at least 10 years experience in a customer service where they have supported IVR applications and/or call center operations. Candidate should be able to provide examples of previous accomplishments in the area of IVR improvement.

Interpersonal and Communication Skills requires that this employee:

? Demonstrate interpersonal and communication skills that result in effective information exchange and teaming with all members of the customer care department.
? Use effective listening skills and elicit and provide information using effective nonverbal, explanatory, questioning and writing skills.
? Work effectively with others as a member or leader of a team

Professional expectations:

? Demonstrate a commitment to carrying out professional responsibilities, adherence to ethical principles and sensitivity to a diverse workforce
? Demonstrate respect, compassions and integrity; accountability to the customer and a commitment