Service Delivery Manager - IVR & Telephony, Voice Channel, Customer Jo

SERVICE DELIVERY MANAGER - IVR & TELEPHONY, VOICE CHANNEL, CUSTOMER JOURNEY, SPEACH ENABLEMENT

In order to support Consumer Transformation and road mapped initiatives, TalkTalk now has a requirement for an additional Service Delivery Lead to support and implement innovative IVR solutions to simplify the customer experience and create new self service/automation opportunities

MAIN RESPONSIBILITIES

- Plan, conduct, and may direct the analysis of complex business issues to be solved with process changes and information systems.
- Apply a broad knowledge of various business processes and functions and technical expertise to accurately anticipate organizational impacts.
- Translate high level business requirements into functional specifications and manage changes to specifications.
- Negotiate deliverables by facilitating communication between business unit(s) and Technology from initial requirements to final implementation.
- Analyze operations to understand their strengths/weaknesses and determine opportunities to improve/automate processes and functions.
- Participate in the recommendation of buy vs. build vs. re-use decisions.
- Serve as liaison with Technology to ensure test and integration plans meet requirement objectives.
- Translation of the business requirements into specified briefs.
- Translation of brief into change request documentation with agreed IT department.
- Overseeing the request from submission to go live.
- Identification of options for potential solutions and assessment of business and technical suitability.
- A point of contact for any telephony/network related questions.
- Programme the network IVR, messages, options and translations to call routing.
- analyse data and produce adhoc MI reporting
- Completion of controlled documentation.
- Call listening and understanding of business processes to build business awareness.
- Recommendations and solutions to be agreed against available budget, and a review against ROI.
- UAT, ability to create test case scripts and execute in line with the business change.
- Create Training documentation and training development programmes for the team.
- Implement performance standards and measurements established by Operations Maturity and manage ongoing service delivery and attain delivery efficiency through ongoing service review with the end users and supplier/3rd party and own the relationship with 3rd party and internal suppliers

MUST HAVE

- Stakeholder Management skills
- Knowledge of IVR Best practice methodology
- Self service -customer experience
- Knowledgeable in contact operations

BE GREAT TO HAVE

- Knowledge of speech recognition technology
- Project management
- Cisco ICM call routing/Scripting
- voice biometrics

THE COMPANY

It's an exciting time to be a part of TalkTalk as we lead the way as the UK's leading provider of value for money landline, broadband, mobile and TV services with a customer base of over 4 million amid continued growth. With a commitment to developing its talent, TalkTalk offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.

THE BENEFITS

In return, we offer employee benefits that are second-to-none and include attractive discounts off our exciting range of products and services, and a challenging but supportive work environment within a highly innovative division of TalkTalk. We believe that working at TalkTalk is more than just a job. With a commitment to developing talent and putting our customers and the wider community at the forefront of everything we do, we believe that TalkTalk really is a Brighter Place for Everyone!

HOW TO APPLY

If you are driven and focused on getting results and thrive in a fast pace environment, this might be the opportunity you're looking for!

Apply now to the TalkTalk Careers team via the online application link. For a confidential discussion, please call Bhumika Zhaveri, Recruitment Business Partner.