Job Description
Basic Function
- The IVR Reporting Analyst role will play a key function in building GCSO Call Center IVR and Conversational IVR Reports to understand customer behavior, measure IVR performance, identify opportunities for improvement for IVR applications.
- MetLife IVRs are a combination of speech and touchtone enabled IVR applications
Essential Functions
- Build GCSO Call Center IVR and Conversational IVR Reports to understand customer behavior, measure IVR performance, identify opportunities for improvement for IVR.
- Ability to support with existing reports to analyze, draw inference as required
- Understand how to calculate key IVR metrics such as IVR Containment, IVR Product Capture rate, IVR abandon rate.
- Update calculations to IVR Scorecards based on changes in IVR and CIVR application.
- Understanding reporting tags and propose changes/updates to improve different IVR metrics.
- Review and compile call center KPIs for monthly and annual report.
- Understand IVR business requirements and IVR design.
- Work with Product Owners to review trends in the IVR applications.
- Document and communicates all relevant information in a timely fashion for assigned projects.
- Develop and manage partner relationships that enable successful progress against business goals and utilization plans.
- Partner with Product Owner, IT, Business, Vendor, and other relevant teams.
- Escalate issues and proposes solutions in a timely fashion.
- Contribute to the yearly product development planning process for assigned products/features; contributes to the ongoing improvement of the product development process.
Any other essential function that may occur from time to time as directed.
Primary Internal Interactions
- Mgr. / Sr. Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
- Mgr. / Sr. Manager for the purpose of settling issues left unresolved and monthly evaluation of performance.
- Onshore Platform Management team for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
- Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
- Trainers for the purpose of Pre-process and Process training.
Primary External Interactions
- Stateside Voice Product Mgmt. team at the client end for business discussion.
Essential Business Experience and Technical Skills:
Required:
- Understanding of contact center technologies especially IVR, speech recognition is key, understanding of Call Routing desired
- Agile and DevOps methodology
- Visualize and articulate Acceptance criteria for new reports
- Advanced to expert knowledge of Excel, Alteryx, Power BI, Power point
- Advanced to expert knowledge of how to import data from different data sources
- Advanced to expert Data Analysis Abilities – ability to identify trends, leading indicators, patterns, recommend aggregations,
- Understands data tables, keys, and other aspects of data collection and modeling
- Ability to review, understand and develop business requirements
- Ability to develop reports for the Product team as well as executive reports for senior stakeholders
- Strong communications skills
- Meet time-sensitive deadlines and a can-do attitude
Pre-requisite Educational Qualification
- Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education. – Preferably in Data and Analytics
- Excellent verbal & written communication skills
- Agile and DevOps certification (Preferable)
Work Experience Requirements:
Experienced:
8 - 10 years of overall experience and minimum 3 years with Call Center & IVR
Organizational Relationships
Reports To: Mgr. / Sr. Manager Supervises: 0
Skills
Technical Skills
- Understanding of contact center technologies especially IVR, speech recognition
- Advanced to expert knowledge of Alteryx, Power BI, Power point
- Advanced to expert knowledge of how to import data from different data sources
- Advanced to Expert knowledge of MS Excel and MS Word.
Process Specific Skills
- Knowledge about the Insurance industry
- Knowledge about US Culture
- Knowledge of Insurance principles
- End to end knowledge on Call Center & IVR
Job Details
- Job Location
- Noida India
- Company Industry
- Other Business Support Services
- Company Type
- Unspecified
- Employment Type
- Unspecified
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- Unspecified