Hi: Please send the matching resumes, rate and contact number for the below requirement
Call Center/IVR Business Analyst 6 months Seattle, WA *IN-PERSON INTERVIEW IS REQUIRED FOR THIS SEATTLE BASED POSITION. * *(LOCAL CANDIDATES GIVEN STRONG PREFERENCE) * General Summary The candidate will be responsible for providing analytics on the customer experience. This person will be working directly with customers to help them analyze data, provide key insights and outline opportunities for improvement. The customer experience can span multiple interactions and multiple touch points. The analysis can include the investigation of interactive voice response, conversational user interaction and call centers. Principal Duties and Responsibilities 1. Responsible for using customer experience tools, such as Clickfox, to analyze customer behavior across multiple touch points (e.g IVR, CTI, call center channels). 2. Design reports that provide insight into the performance of the caller experience. 3. Based on reporting, provide insight and actionable recommendations to improve IVR or call center performance. 4. Provide clear findings for presentations to clients and work with the internal staff to resolve the issue. 5. Track IVR releases to measure immediate results and measure impacts with champion/challenger tests. 6. Tasks require interaction with internal and customer staff. This person will be working with internal design and development teams to determine the best approach for improvement. 7. Works with vendor personnel for shadow training to come up to speed with the tool and processes. 8. Responsible for meeting customer and business goals as an individual and a member of a cross functional project team. 9. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. 10. Interacts with internal and external personnel in various positions including up to VP level. 11. Normally receives little instruction on day-to-day work and general instructions on new assignments. Knowledge, Skill and Ability Required 1. Requires a Bachelor's degree in Cognitive Science, Human Factors, Industrial Psychology, Computer Science, Linguistics or a related field or equivalent experience. 2. Must have a strong customer focus with excellent verbal, presentation and written communication skills. 3. Must have strong problem solving and consulting skills. 4. Knowledge of IVR, call center, and speech technology industry is a plus. 5. Mastery of report writing, working with programmers and quality assurance teams are necessary. 6. Ability to present oneself in a professional manner at all times. 7. Training will be provided on the Vendor tool used for analysis. Working Conditions 1. Fast-paced technical environment. 2. Onsite in Seattle, WA Regards, Nisha || Phone: 916 978 1057 Ext 302 || Efax: 603 719 0999|| Email: [email protected] || Website: www.vibhainc.com || Note: This email is not intended to be a solicitation. Please accept our apologies and reply in the subject heading with REMOVE to be removed from our Mailing list. --~--~---------~--~----~------------~-------~--~----~ You received this message because you are subscribed to the Google Groups "Oracle-Distribution" group. To post to this group, send email to [email protected] To unsubscribe from this group, send email to [email protected] For more options, visit this group at http://groups.google.com/group/Oracle-Distribution -~----------~----~----~----~------~----~------~--~---
