Analyst, IVR Management at 9mobile Nigeria

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Analyst, IVR Management

Job ID: IRC4496
Location: Lagos, Nigeria

Job Summary

• Provide delivery support during development/deployment of IVR designs and Identified service improvement initiatives.

Principal Functions

• Schedule Voiceover artist recordings and deployment/upload of IVR prompts.
• Conduct and deliver weekly Health Check reports on the Interactive Voice Response (IVR) and Private Branch Exchange (PBX) channels.
• Conduct and deliver weekly external customer satisfaction survey reports on the use of the IVR self-service menus.
• Support the documentation and execution of IVR test cases and scenarios.
• Ensure optimal use of the IVR channel by monitoring and reporting monthly on IVR Menu utilization to Customer Care Management and Product Managers.
• Generate weekly and monthly reports on IVR metrics – Self Service Rate, Abandonment Rate, Exit Rates and Routing Accuracy etc.
• Provide ad hoc reports for the attention of the Manager, IVR Management, as and when required.

Application Closing Date
Not Specified.