Project Manager : 18-02558
Ref No.: 18-02558
Location: Tucson, Arizona
Akraya is looking for an
Project Manager for one of our clients. If the job description below is a fit, please apply directly or call
Badgujar at ************.
If this position is not quite what you’re looking for, visit ********** and submit a copy of your resume. Our recruiters will get to work finding you a job that is a better match at one of our many clients.
Project Manager, IVR, Customer Routing exp.
: Tucson AZ
Duration: 6+ months
Client’s Small Business Group (SBG) Care is seeking an experienced and collaborative Staff Business Systems Analyst-IVR with extensive knowledge of Call Center telephony systems including PBX, IVR, CTI, Chat and various call routing solutions that improve customer experience, increase IVR self-service rate and increase agent productivity.
In this role you will be a visible leader working across organizations implementing new processes and technologies that support SBG’s strategy and mission. The successful candidate will demonstrate passion, understanding and application of business process transformation and new technologies to transform our ability to deliver customer care.
Define and execute IVR, Chat, and Email channel solutions from concept to rollout. Measure results and enhance to improve customer and shareholder metrics.
Pro-actively identify routing strategy pain points, opportunities, and drive improvements in Customer Channel experiences.
Work closely with the Business, Customer Experience, Operations, Systems & Tech, IT, and Quality Assurance teams to gain insight and understanding of the needs of the business and to develop a solid working relationship. Interpret and act on requests in a concise and timely manner.
Demonstrated ability to investigate a problem and resolve reported issues.
Hands-on testing and validation of business requirements and system functionality.
Keep constant track of the performance of IVR applications and being able to report to management as needed.
Work with in-house reporting team to develop/enhance metrics, interpret results, and present recommendations to management.
Identify and design new processes that may be required in support of the project, using and adapting existing processes where possible.
Monitor competitors and industry trends.
5+ years of IVR, Chat and/or Customer Channels routing experience.
Knowledge of integrated, global call center technologies to support IVR, CRM, CTI integration and skills-based routing in a Customer Interaction Platform environment.
Proven ability in driving strategies across organizational boundaries.
Data driven…Uses methodologies, metrics, and analysis to assess and improve experiences.
Drives results through innovation…Test hypotheses through experimentation & continuous improvement.
Recognizes and works through resistance or setbacks with minimal coaching.
Bachelor’s degree required in Business, Information Technology, or similar.
Boundaryless leadership, systematic thinker who works effectively across organizations
Strong communication skills (oral and written)
Ability to influence and partner for change
Effective at prioritization and time management
Strong quantitative, analytical, and conceptual thinking skills.
Strong requirements gathering experience
Exceptional ability to perform structural analysis & design following a structured approach.
Technically proficient in software including MS Word, Excel, Power Point, Project, & Visio.
Ability to perform and complete assignments with minimal guidance.
May be asked to provide on-call and after-hours support.
Please apply with your updated resume or call Dipak @ ************
Akraya, Inc. is an award-winning staffing firm that works with many of the leading, technology-based companies around the world. We have been ranked as one of the Best Staffing Firms to Temp for by Staffing Industry Analysts on multiple occasions and are a preferred staffing vendor within numerous staffing programs. Please visit ********** to search through all of our current openings or to submit your resume to our recruiting team.
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