Seeking an experienced call center business analysis to manage the call routing strategies, queue management, colleague skilling and attributes and IVR front end scripting for the Customer Solution Center support toll free IVR lines.

Detailed Description

Responsible for monitoring IVR performance, analyzing future improvements needs, reviewing call flow patterns and implementation validation Provides CSC leadership with IVR, queue, call routing and scripting performance improvement recommendations for efficacy gains Investigate, plans, and works with Contact Center network architects on IVR, queues and call routing solutions. Creates and maintains documentation for IVR, queue, IVR scripting, colleague skilling and caller intent Maintains IVR scripting calendar and manages new requests from segments for IVR script needs (English and Spanish IVR) Creates and maintains yearly Holiday queue closures and closure scripting Creates and maintains script documentation and gets approvals for all new or updated scripting Updates and records IVR scripting for Incident Management impacts Works with contact center in accordance with Huntington’s Change Control and project management processes and procedures on improvements needed Maintains current knowledge of call center software and telecom network technology and implements modification needs as required Basic Qualifications

Bachelor's degree 3-5 years of knowledge of call center software systems, IVR technology and Cisco IP (Finesse) Preferred Qualifications

UAT (User Acceptance Testing) and script building experience Previous Verint experience Excellent communications skills (written and verbal) Ability to work both independently and in a group. Ability to convey ideas verbally and/or in writing with a clear, concise and organized method and be appropriate for intended audience. Proficient in Excel, Word, PowerPoint, and ability to build professional presentations Flexibility to provide afterhours testing and/or implementation support Ability to work in a fast-paced environment with attention to detail Good understanding of Huntington Toll Free lines, call routing and queue management Previous experience with colleague skilling, attributes, call recording and IVR scripting Must have a high degree of technical expertise/professional mastery to recommend process call routing/queue improvements. Is often consulted by peers and seen as the informal leader on IVR/call routing tactical problems Advanced understanding of performance and monitoring and reporting Advanced troubleshooting skills Anticipates problems and analyzes ways to mitigate the risk Articulates and understands when to escalate issues