Senior Manager IVR & Telephony

Senior Manager IVR & Telephony

  • Location Optimus, England
  • Salary £54,231 - £88,126
  • Contract type Permanent
  • Closing date 04/01/2019
  • Ref R002203284
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Introduction

We need:

• A Senior Manager IVR & Telephony in Pegasus, Swindon .
• £54,231 - £88,126 a year on a 35 hour per week, Permanent contract.
• Competitive benefits package including company car or allowance (£4656 gross pa)

Who we're looking for

As a Senior Manager within our IVR and Telephony team you’ll be responsible to lead the development of improvements and build / prioritise a continuous pipeline of substantial change to make the IVR & Telephony channel number 1 for customer service in the UK.

As a minimum requirement you’ll:

• have strong commercial and IVR experience with a proven track record of shaping IVR development & customer experiences
• have experience of working with Speech and Natural Language
• have experience in change management
• Be extremely customer focussed to deliver a great customer experience

It would be nice if you also had:

• IVR experience in retail banking or another relevant consumer sector

What you'll be doing


• Influencing the formulation of the IVR & Telephony strategy – offering innovative solutions to the IVR development road map
• Providing direction and purpose for the channel
• Lead ideas for improvement that have clear customer and commercial objectives and factor in and identify changing customer needs
• Compare internal best practice with that of competitors (number 1 for user experience and user usage)
• Translate strategic objectives – scope ideas and engineering solution: the how, what and who to provide the right but realistic service
• Build business cases and high level business requirements – leading the business forward / service development
• Responsible for translating strategic objectives that ultimately lead the transformation agenda across IVR and telephony
• Responsible for agreeing approach with key stakeholders (business and departmental), secure funding and inception stages
• Responsible for the ongoing development of the IVR Channel focusing on development of enhancements to the service improving both business benefit and customer experience whilst ensuring consistency across other NBS self-service channels and integration within the overall contact centre framework. Responsible for the continued development of the strategic speech recognition technology and Natural language call steering (NLCS) capability. Development of NBS centre of expertise to understand the capabilities of the technology and recommend where it could be further utilised within the estate removing potentially costly reliance on third party suppliers
• Ability to align IVR channel to the customer contact centre ensuring a seamless end to end experience and management of KPI’s to drive tangible business benefits

 

Apply now

The extras you'll get

When you put a lot in, we think it’s only fair that you should get a lot out. That's why in addition to your salary, you'll be rewarded with a host of other benefits: 

• Company Car or Car Allowance
• 24 days’ holiday + bank holidays
• The ability to ‘buy’ another 10 days’ holiday
• Benefits scheme giving you access to discount vouchers at various retail outlets
• Access to loads of training to help you progress and develop your career
• Pension scheme where if you pay in 7% we’ll top it up to 23%
• Life assurance worth 8x your salary

We think it’s a great place to work, and we’re not afraid of giving you praise when you’ve done well.

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