CUSTOMER ROUTING SPECIALIST (IVR ANALYST - calls / webchat)

Role

Working as part of a specialist team within the contact centre planning department, the Customer Interaction Routing Executive ensures we have high quality and optimum plans in place to respond to customer demand and take the right strategic decisions on the best channel for customer interaction.

The role oversees activities that ensure that our customers connect with the best available resource for their query - whether it is self-care systems like IVR or human assistance over the phone, social media, web chat or email. The role is accountable for taking real time decisions on customer routing and where the contact should go along with the best channel for the contact. The role is also responsible for configuration of the customer contact rules across Inbound, Outbound and assisted digital contact channels.

The role is critical in ensuring that our contact centres are ready to meet business objectives and that brand based decisions are achieved optimising the customer, people and commercial outcomes. As a result, a wide range of KPIs must be considered and balanced during decision making.

Skills

• Excel, SQL, VXML
• CRM, Voice and webchat systems
• IVR and e-services analysis
• Design and build of call/business workflows
• Contact centre call flows

Project People is acting as an Employment Agency in relation to this vacancy.