Unit Manager - Process Excellence

Basic Function

• 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)

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 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.