IVR Analyst - Permanent - Berkshire
- Familiar with Contact Centre Architecture
- Advanced Excel skills; SQL would be a bonus
- VXML would be a bonus
- Understanding of the role of CRM, Voice and Webchat within a contact centre
A leading Telecommunications company is looking for an IVR Analyst to join their team on a permanent basis. This is a great opportunity to work for a fantastic and customer-centric team.
You will be working within the Contact Centre Planning Department and will be responsible for putting together high quality plans to ensure that customer queries into the contact centre are routed to the best possible place.
You will be responsible for designing and building call-flows and business work-flows and being accountable for taking real time decisions on customer routing and where the contact should go along with the best channel for contact.
You will also be responsible for configuration of the customer contact rules across Inbound, Outbound and assisted digital contact channels.
The role is critical in ensuring that the contact centres are ready to meet business objectives and that brand based decision are achieved, optimising the customer, people and commercial outcomes.
Project People is acting as an Employment Agency in relation to this vacancy.