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Analyst, IVR (132355)

Home Depot, Inc.
Atlanta, GA
  • Job Code
    338401
Analyst, IVR - Atlanta GA 30308 Skip Navigation
Job Details

Analyst, IVR (132355)

GA - Atlanta

  • Date Posted: Aug 8, 2019
  • Company: The Home Depot
  • Travel: 0-10%
  • Functional Area: Operations
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE

  • The IVR Analyst's responsibility is to maintain and support IVR (Interactive Voice Response) architecture for 1-800-THD across the enterprise, working with businesses, merchants, credit partners and contact centers. Provide insights, data, trends and recommendations on selection options, call scripts, call path, self-serve capabilities. Ownership of ACD call routing, hours of operation, messaging, emergency protocol, fail-over and business continuity.
  • Common responsibilities include Map and Communicate ownership of each TFN (toll-free number), prompt along with a stakeholder organization and point of contact. Establish standardized request communication in addition to delivery timelines, blackout periods and comprehensive QA process to understand dependencies of changes. Establish regular set of reporting/data map to provide insights back to the businesses.
  • Recommend enhancements and adjustments to call routing structure including skilling, messaging, menus and submenus, delays etc to operational stakeholders. Analyze and understand call flow through IVR and skilling trees, correlate customer actions (abandon, misroute) to design.
  • Success Measures for this role include:
- Request completion and speed of service
- Outage communication speed of service
- Operational feedback

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
  • 25%-Maintain and support IVR (Interactive Voice Response) architecture for 1-800-THD across the enterprise, working with businesses, merchants, credit partners and contact centers.
  • 25%-Provide insights, data, trends and recommendations on selection options, call scripts, call path, self-serve capabilities.
  • 25%-Responsible for ACD call routing, hours of operation, messaging, emergency protocol, failover and business continuity.
  • 25%-Create and communicate ownership of each TFN prompt, along with designating the stakeholder organization and point of contact.
NATURE AND SCOPE
This position reports to Manger or Director
This position has no Direct Reports

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 2 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications:
  • Experience designing and implementing IVR menus, routing, logic – both touch-tone and voice
  • Experience with ACD systems such as Avaya, Cisco etc.
  • Experience with Contact Center technology and platforms
  • Experience with telephony, telecom and switch concepts and architecture (POTS, PTSN, PBX)

Knowledge, Skills, Abilities and Competencies:
Familiarity with designing, testing, implementing and supporting enterprise network infrastructures.


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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Posted: 2019-09-15 Expires: 2019-10-15

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Analyst, IVR (132355)

Home Depot, Inc.
Atlanta, GA

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