Manager, Customer Care Self Service Strategy

The Manager, Customer Care - Self Service Strategy - IVR is responsible for partnering with the field locations, Atlanta and Technology as new features and functionality are identified, designed, developed and implemented to drive self-service in the interactive voice response application (IVR) while optimizing the customer experience. This includes monitoring 3rd party vendor performance. This position is also responsible for assisting with the testing and deployment of changes to the Voice Portal platform as well as communicating IVR activity across the enterprise.
A comprehensive understanding of customer self-service and call center/contact center experience is important in order to optimize service efficiency and effectiveness across channels.
Primary Responsibilities and Essential Functions
• Responsible for running complex programs and projects; including tasks involved in design, development and execution
• Apply customer care and call center experience to the development of self-service and support capabilities
• Identify business opportunity and risks by analyzing current customer service industry trends and best practices
• Participate in creating business impact goals for developed strategies
• Develop business case to support proposed enhancements and secure funding
• Reconcile assumptions used in the development of business cases
• Undertakes strategy creation for contingency planning and risk mitigation
• Collaborate closely with boundary partners on development and execution
• Ensure alignment of self-service channels to create a seamless customer experience
• Ensure continual communications with all key functional partners
• Create weekly and monthly metrics and analytics reports
• Assist with developing training needs

Skills and Qualifications
• 7 or more years of Customer Care / Call Center experience including a minimum of 3 years of experience with self-service channels
• 5 or more years of experience required if candidate possesses a related advanced degree
• Ability to work individually on a project or in a team environment
• Ability to handle multiple projects simultaneously while meeting deadlines
• Excellent internet and communication skills
• Strong analytical skills
• Ability to speak effectively before groups of customers or employees
• Ability to work in a matrix managed organization
• Effective presentation, verbal and written communication skills
• Skill in using collaborative approaches to finding solutions and building partnerships
• Proficient in Microsoft Word, Excel, and PowerPoint
• BS/BA degree in related discipline strongly desired
• 2 or more years of experience in a management role or leading cross functional projects preferred
• Experience in telecommunications industry desired

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