Job summary:
Job description:
*** no c2c ***Full time with benefits or long term hourly contract *** W2 only; No visa candidates;
Interview : Skype/Phone.
The department of administration is seeking an technical call center manager with ivr experience. The interactive voice response (ivr) manager will plan, design, track, and modify ivr-enabled telecommunications systems to meet the needs of agency. In addition to managing the ivr, the technical call center manager will oversee the call center technical functions and reporting.
assisting other management team members in identifying trends and establishing call center goals.
• helping ensure that staff members are achieving desired service levels and recommending corrective action, as needed.
• preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency.
• consults with agency to fully understand the goals of the ivr system.
• conducts internal system tests, measuring the system’s ability to quickly and accurately manage different scenarios of varying complexity.
• plans and prepares flowcharts and other visual aids to demonstrate call handling and organization, providing maximum information resources in the shortest possible call time.
• repeats the testing procedure as needed and implements modifications.
• periodically reviews the ivr system to determine whether user needs have changed and whether further enhancements or modifications are necessary.
• maintains current knowledge of technological developments in the ivr field.
• performs other related duties as assigned.
Required Skills
- 7 years experience
- 3 years Call center, IVR experience
- preferred skills: AWS connect, Salesforce
Contact the recruiter working on this position:
The recruiter working on this position is Ragadeep Gattipally(Shaji Team)
His/her contact number is +(1) (510) 4086890
His/her contact email is gragadeep@msysinc.com
Our recruiters will be more than happy to help you to get this contract.