IVR Business Analyst

Job Title: IVR Business Analyst
Location: Newark, DE
DURATION: 6 MONTHS+

JOB DETAILS:

INTERVIEW PROCESS: WILL HIRE OFF OF PHONE/SKYPE

TOP THREE SKILLS:

IVR, Business Analysis/gathering requirements, Communication skills

JOB DESCRIPTION:

PRIMARY RESPONSIBILITIES:
* Be the liaison between business stakeholders and technology teams.
* Provide interpretation of IVR strategies and their integration points into all supported LOBs.
* Well versed in Credit Card and Deposits LOB process and environments.
* Ensure appropriate levels of partnership, oversight, and communication for both critical tactical and strategic change.
* Provide E2E project support to ensure flawless execution.
* Maintain strong focus on both efficiency and customer experience goals (ie effectiveness and delight, respectively).
* Ownership of Business Case and Business Requirements related to IVR and Call Delivery change.
* Prioritization of initiatives in CDS pipeline.
* Engage appropriate internal and external resources.

CORE COMPETENCIES
* Politically savvy in that this person should have the ability to deliver difficult news in a good way to either IT and LOB without jeopardizing the relationship - because the relationship must be maintained at all costs.
* Needs to have a Credit Card background, understand what happens in the Credit Card space
* Strong Interpersonal skills
* Understanding of software development methods and procedures.
* Excellent oral and written English language skills.
* Good organization skills. Must be able to handle multiple tasks concurrently.
* Must be a strong team player.
* Good relationship management skills
* Good Problem resolution methods and tactics.