Job Description

JOB SUMMARY
Responsible for the driving the development, adoption and customer experience for the inbound IVR. This role requires a unique blend of strategic thinking, creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in product management and development, customer experience and digital self-service.

Our goal is to provide a service and support model that is unparalleled in our industry, leveraging digital self-service features that are convenient and desirable by our customers.

MAJOR DUTIES AND RESPONSIBILITIES

Lead IVR initiatives utilizing user and competitive research, business case development, scoping, and all phases of the product development lifecycle

Define IVR specifications, establish milestones, and manage quality assurance activities for a cross-functional team

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

Define success metrics for new projects and track daily performance for existing products to ensure the team is moving towards defined goals.

Work with the design team to create customer journey maps, call flows, and designs that articulate the initiative vision.

Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems.

Assist in managing the prioritization of new features and bugs.

Continuously propose new multi-variant tests to improve adoption, conversion and engagement.

Actively and consistently support all efforts to simplify and enhance the customer experience

Manage a small team to specific objectives and performance goals

Day to day lead on larger capital and operational projects

Compile Executive level reporting as required

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
* 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
BA/BS required or equivalent experience

Related Work Experience
6 + Years - Experience in digital self-service/product development
4 + Years - Prior Leadership Experience
4 + Years - Experience working for companies with technology or software products
3 + Years - Experience in designing 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.