IVR Executive

For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools.

Responsibilities

• Must have expertise in studying customer journey at IVR level, along with identifying areas of improvement
• Must have knowledge of IVR CR formulation, development & tracking
• Must have expertise in timely identification & rectification of issues & challenges being experienced across IVRs
• Must have experience in working closely with Process design and Insights Team & making changes in prompts as per updates received
• Must have experience in designing IVR structures from customer perspective
• Must have experience in carrying out complete IVR testing, prompts, sms, content Ability to track and resolve issues at IVR
• Must have strong analytical, conceptual and problem-solving skills Proficient in the use of Microsoft Office products ( Word, Excel, Power Point)Exposure to project management, leading IVR projects- is a plus
• Must have expertise in designing Visio flows for IVR Must have the ability to Identify inconsistencies and recommend modifications to improve the (complete) customer experience at IVR