Descripción de la Oferta

As part of the IS department, this role will support IVR & Routing operations.You will be involved in a variety of activities to support IVR & Routing. Also management of stakeholder requests through Jira, execution of configuration changes such as hours of operations, queue priorities, monitor the IVR and Avaya environments through daily test calls and reporting. This position requires team work, innovative thinking and strong execution skills.

Requirements:

Excellent written and communication skills at all levels of the organization
Ability to facilitate conflict resolution;
Strategic thinker
Competence in the use of Microsoft applications.
Experience in a call centre environment.

Education and Certifications:

Post-Secondary education (i.e. business, technical, computer science) and/or 3 - 5 years experience in a competitive, client support environment.

Responsabilities:

IVR/Process Satisfaction; IVR administration / call routing configuration during overnight and off hours / health check
Transfers under 2 minutes
eTrack completions
Complete Kana access requests
Perform daily test calls and process chat access requests

Required Knowledge:

Mobility & Wireline systems
Nuance IVR
Genesys suite
LivePerson and Kana
Avaya PBX and CTI