Contact Design and Delivery / Planning / Customer Operations
Dual Sited: Livingston, West Lothian and Dunfermline, fife
We have an exciting opportunity for a Design Analyst who will be responsible for developing and delivering IVR and call routing solutions for inbound, outbound and dialler managed calls. In creating design strategies that are effective and consistent to give the best possible experience for our customers you’ll work closely with Technology and the Operational management teams where call routing solutions will be design and specified.
All of this will require you to be comfortable with analysing and interpreting large amounts of data and understanding the needs of different stakeholders who may have different focuses. This analysis may include gathering requirements, helping shape the scope of projects, data analysis or looking at the impact of the implementation of our projects.
Your key responsibilities will include:
-Exploiting existing and planned new technology to optimum advantage, eliminating duplications of effort and correcting short term fixes with long term solutions
-Continuously reviewing the estate design and operating structure; designing and driving through changes and improvements
-Designing, implementing and management of all IVRs, speech recognition and validation, contact routing for voice, email and whitemail
-Monitoring of IVR performance including customer adherence and satisfaction
-Owning and managing the call transfer solution – again driving through improvements for customer experience and efficiency
-Routing performance and driving continual improvements to ensure maximum accessibility to advisors and minimal transfers
To be successful in this role, it is essential that you have:
-Educated to degree level or equivalent work experience
-Demonstrable understanding of a complex multi-agent environment
-Experience of managing and delivering change, ideally gained within a large contact centre environment
-Proven knowledge of the latest approach to IVR and customer routing strategies
-Extensive experience of Genesys and call routing management
-Excellent analytical ability and confidence when work with large volumes of complex data
-Well developed communication skills and ability to present information in a credible manner
-Have a consultancy style with a proven ability to influence at every level to deliver great results
-Ability to develop cross-functional relationships
-Ability to multitask and prioritise workload through excellent organisational skills
-Flexibility of working hours and site of work, dependent upon project demands
If possible, we would also love you to have:
-Ideally worked within fast paced industry and business such as Telco
-Experience of AVAYA, and other switch strategies
-Tenacious and able to remove blockers and obstacles to progress
Working hours: 8.30am – 17:00pm Monday – Friday 37.5hrs per week
Short listing of applications will commence on Monday 30th May 2011 at 12pm
What next? To apply for this post or for information on our other opportunities, click onto www.workforsky.com and ‘apply online’ and please quote your salary upon application.
Due to the fast paced nature of Sky the vacancy close dates may be subject to change
Sky delivers some of the most diverse content and services on the planet, and we value the same diversity within our business. We provide a culture of entrepreneurialism and opportunity for one and all.
Job Reference: 04656
Closing Date: 31-May-2011
