Channel Specialist

Tigo

Ivr self-service flow design
Analyze contact reasons
Monitor ivr performance metrics
Design and maintain IVR self-service flows focused on effective business requirement resolution

Job Summary

  • Design and maintain IVR self-service flows focused on effective business requirement resolution.
  • Identify automation opportunities through analysis of contact reasons and business behavior.
  • Monitor channel KPIs and generate periodic reports with actionable insights.

Matching Summary

Design and maintain IVR self-service flows focused on effective business requirement resolution.

Skills & Requirements

Must-have

  • IVR self-service flow design
  • Analyze contact reasons
  • Monitor IVR performance metrics
  • Coordinate with multidisciplinary teams
  • Define IVR use cases and journeys
  • Monitor channel KPIs and generate reports

Nice-to-have

  • Agents of change and innovation
  • Customer-centric approach
  • Participate in challenging projects
  • Bring innovative ideas
  • Artificial Intelligence knowledge

Key Requirements

  • 3-4 years of experience in QA, functional testing, or customer service channel monitoring
  • Experience in automated service flow design or customer journeys
  • Knowledge in data analysis and performance metrics management
  • Experience working with multidisciplinary teams
  • Graduated in Industrial Engineering, Systems Engineering, Business Administration or related fields

Work Rights

Not specified

Tailored Resume

Cover Letter