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RESPONSIBILITIES:
Kforce has a client in Charlotte, NC that is seeking a Senior Business Systems Analyst - IVR and Mobile.
Responsibilities:
In this role, the Senior Business Systems Analyst actively and consistently support all efforts to simplify and enhance the customer experience for the mobile 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 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
Perform other duties as assigned
REQUIREMENTS:
Bachelor's degree in business or related field, or equivalent experience required
Experience in related industry (Telecommunications, IVR, Cable); 2+ years preferred
Experience in customer experience; 2+ years preferred
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 a plus
Ability to develop comprehensive test plan
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.