Task Description


IVR Application Implementation 
•            Provide transparency to all stakeholders (scope, time, budget, risk, quality etc.) according to project management methodology
•            Identify and resolve/ manage issues and constraints regarding time, risks, deliverables, quality and coordinate with line management for solving those issues
•            Implement changes per business requirement
•            Manage the testing cycles and ensure a proper schedule is developed and sign-off completed
•            Evaluate results after implementation, lessons learned and key findings
•            Ensure training materials are developed and training is delivered


IVR Application Support
•            Acting as a subject-matter expert in the Contact Center Domain for IVR , identify, analyze, and translate business needs into business requirements; and work closely with IT team in the implementation of solutions
•            Analyze the performance of the IVR in terms of caller experience, and recommend specific changes to improve customer satisfaction and transaction completion.
•            Facilitating the coordination of Contact Center projects by acting as the liaison between the business users/stakeholders and various systems groups
•            Maintain strong relationships with Operations, vendor(s), IT support, and CCT team to allow for effective growth and improvements


Adhoc Tasks
•            Lead or participate in ad-hoc projects for the purpose of achieving Operations and MBAFC strategic and operational business objectives
              Compliance
•            Assessing and managing risks / mitigating risks
•            Regular assessment of risks in area of responsibility
•            Ensuring successful implementation and maintenance of Compliance measures
•            Take responsibility and support adequate reaction to disciplinary measures in case of Compliance failures/gaps
•            Lead by example: Set the right tone for the organization and take ownership, accountability and responsibility for behavior and actions
•            Ensure sufficient processes to mitigate risks from human capital, e.g. by consistent application of disciplinary guidelines, monitoring frequency of rotations and ensuring appointment of appropriate candidates in sensitive areas