Job Description

JOB SUMMARY
This role will work closely with vendors, internal teams, and business partners to document caller experiences and identify opportunities for the Interactive Voice Response (IVR) to drive customer satisfaction improvement. This person will design, conduct and report on a variety of caller experience testing initiatives, conduct system changes, perform analysis and reporting, and assist with all Charter system operations.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience for the IVR

Create detailed and descriptive business requirement documentation

Perform analysis, trending and communication of key performance indicators and business initiatives

Make recommendations based on data for process improvement and strategic business decision making

Compile Executive level reporting and presentations as required

Continuously iterate and improve Charters IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening.

Build effective relationships with the Customer Care, Telephony, IT, and Business Operation teams.

Provide regular and ad-hoc reporting and analysis of IVR system performance, user behavior, and self-support transaction success rates.

Proactively identify customer experience trends and propose solutions

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge

* Ability to read, write, speak and understand English
* Ability to analyze and synthesize complex data
* Ability to listen to and interpret the needs of the customer
* Ability to make decisions and solve problems while working under pressure
* Ability to use personal computer and software applications (i.e. Microsoft Office etc.)
* Ability to work with others to resolve problems, handle requests or situations with employees, customers, and suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
* Ability to manage multiple projects while coordinating efforts across a variety of functional areas
* Customer focused
* Exceptional written and verbal communications skills
* Independent thinker
* Knowledge of cable and telecommunications products and services (e.g., cable/high speed Internet/ telephone)
* Project management skills
* Strong knowledge of telephony and customer support systems
* Strong analytical approach to presenting recommendations and making decisions
* Technically savvy
* Familiar with PBX Call routing technology involving call center environments
* Ability to develop comprehensive test plans

Education
Bachelor's degree in business or related field, or equivalent experience
Related Work Experience
2 + Years - Experience in related industry (Telecommunications, IVR, Cable)
2 + Years - Experience in customer experience

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Related Work Experience
Avaya PBX and call center experience

WORKING CONDITIONS
Office environment
Travel as required

For more information on Spectrums benefits, please click here.