The IVR Reporting Analyst role will play a key function in building GCSO Call Center IVR and Conversational IVR Reports to understand customer behavior, measure IVR performance, identify opportunities for improvement for IVR applications.
MetLife IVRs are a combination of speech and touchtone enabled IVR applications
Essential Functions
Build GCSO Call Center IVR and Conversational IVR Reports to understand customer behavior, measure IVR performance, identify opportunities for improvement for IVR.
Ability to support with existing reports to analyze, draw inference as required
Understand how to calculate key IVR metrics such as IVR Containment, IVR Product Capture rate, IVR abandon rate.
Update calculations to IVR Scorecards based on changes in IVR and CIVR application.
Understanding reporting tags and propose changes/updates to improve different IVR metrics.
Review and compile call center KPIs for monthly and annual report.
Understand IVR business requirements and IVR design.
Work with Product Owners to review trends in the IVR applications.
Document and communicates all relevant information in a timely fashion for assigned projects.
Develop and manage partner relationships that enable successful progress against business goals and utilization plans.
Partner with Product Owner, IT, Business, Vendor, and other relevant teams.
Escalate issues and proposes solutions in a timely fashion.
Contribute to the yearly product development planning process for assigned products/features; contributes to the ongoing improvement of the product development process.
Any other essential function that may occur from time to time as directed.
Primary Internal Interactions
Mgr. / Sr. Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Mgr. / Sr. Manager for the purpose of settling issues left unresolved and monthly evaluation of performance.
Onshore Platform Management team for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
Trainers for the purpose of Pre-process and Process training.
Primary External Interactions
Stateside Voice Product Mgmt. team at the client end for business discussion.
Essential Business Experience and Technical Skills:
Required:
Understanding of contact center technologies especially IVR, speech recognition is key, understanding of Call Routing desired
Agile and DevOps methodology
Visualize and articulate Acceptance criteria for new reports
Advanced to expert knowledge of Excel, Alteryx, Power BI, Power point
Advanced to expert knowledge of how to import data from different data sources
Advanced to expert Data Analysis Abilities – ability to identify trends, leading indicators, patterns, recommend aggregations,
Understands data tables, keys, and other aspects of data collection and modeling
Ability to review, understand and develop business requirements
Ability to develop reports for the Product team as well as executive reports for senior stakeholders
Strong communications skills
Meet time-sensitive deadlines and a can-do attitude
Pre-requisite
Educational Qualification
Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education. – Preferably in Data and Analytics
Excellent verbal & written communication skills
Agile and DevOps certification (Preferable)
Work Experience Requirements:
Experienced:
8 - 10 years of overall experience and minimum 3 years with Call Center & IVR
Organizational Relationships
Reports To: Mgr. / Sr. Manager Supervises: 0
Skills
Technical Skills
Understanding of contact center technologies especially IVR, speech recognition
Advanced to expert knowledge of Alteryx, Power BI, Power point
Advanced to expert knowledge of how to import data from different data sources
Advanced to Expert knowledge of MS Excel and MS Word.
Process Specific Skills
Knowledge about the Insurance industry
Knowledge about US Culture
Knowledge of Insurance principles
End to end knowledge on Call Center & IVR
Soft skills (Minimum)
Proficiency in English language both written & verbal skills
Excellent Communication skills – should be able to read, interpret business documents.
Analytical and interpersonal skills
Escalate issues if required
Data gathering ability/ Eye for detail
Team work/ Managing Self / Adaptability
Ability to work successfully in production driven environment
Adaptability to change
Ability to work on routine/standardized transactions
Soft Skills (Desired)
Self disciplined and result oriented
Ability to multi task
Ability to work effectively as part of a team
Familiarity with Insurance Terminology
Education Requirements
Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education.
Work Experience Requirements
8 - 10 years of overall experience and minimum 3 years with Call Center & IVR
Enclosures:
Acknowledgement (acknowledge that the information contained in this document is factual and complete)
___________________________________
Candidate Manager Date
MetLife Values :
Core Values:
The employee should adhere to MetLife Core values:
People Count - It's all about people… MetLife's key resource. MetLife will succeed in the marketplace because we are winning from within.
Integrity and Honesty - Conducting our business endeavors with truth, sincerity and fairness.
Innovation - Continuously creating and introducing new and original ideas and ways of doing things.
Financial Strength - Operating with an intense dedication to managing monetary resources for strong business results.
Partnership - Functioning productively in teams towards a common purpose-realizing the collective power of diverse work groups.
Personal Responsibility - "Coming into your own"-performing as a leader to be really effective and successful-by acting and making decisions independently to get results.
MetLife:
MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.
MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.
MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.