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Manager Interactive Voice Response (IVR) – Customer Care

Location: Columbus, OH, United States -
Job ID: 1112429
Customer Care Salary Positions
Job Type: Full-Time
Date Updated: Dec 9, 2022

Manager Interactive Voice Response (IVR) - Customer Care

The Manager, Interactive Voice Response (IVR) - Customer Care will report to the VP of Customer Care and will be responsible for developing a best in-class IVR Roadmap for Customer Care and JCPenney, involving IVR strategy, IVR guided speech, IVR self-help, call routing and contact center technology supporting Customer Care, Sales and Retention lines of business

Primary Responsibilities:
  • Provide solutions to complex business problems and be a thought partner to stakeholders
  • The Contact Center Operations team is responsible for all aspects of the customer journey involving IVR strategy, IVR guided speech, IVR self-help, call routing and contact center technology supporting Customer Care, Sales and Retention lines of business
  • Analyze data to measure the success of routing strategies and IVR customer journeys and identify anomalies through data to drive change
  • Improve IVR containment and deflection rates to exceed industry standards while enhancing customer experience
  • Test IVR and Routing call flows to ensure routing logic meets business requirements while also establishing precision queueing methodologies to increase servicing capacity
  • Develop a deep understanding of IVR finctionality and how it relates to all aspects of the JCP business
  • Design business requirements use cases and reporting requirements to measure outcomes
  • Draw meaningful insights from data and develop projects to improve upon existing technologies
  • Collaborates and manages cross functional team and stakeholder expectations to execute on product strategy and provides education to requestors to determine and prioritize based on tangible benefits and user experience

Core Competencies & Accomplishments:
  • 5-8 years of leadership experience within a call center
  • SME Experience with Genesys IVR
  • Able to navigate around a complex organization, communicating and interacting with others of all management levels
  • Proven problem-solving capabilities and critical thinking skills
  • Experience on managing the customer / digital touch points of an IVR implementation
  • Must have strong communication skills and heavy analytical and problem solving expertise
  • Experience with Agile development practices
  • Minimum of 3 years project management experience and 3 years experience with Speech IVR and call routing
  • Knowledge of project management tools, testing environments
  • Bachelors Degree in Business or IT or equivalent years of experience required

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

About JCPenney:

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney's Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.

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General Description

Manager Interactive Voice Response (IVR) - Customer Care

The Manager, Interactive Voice Response (IVR) - Customer Care will report to the VP of Customer Care and will be responsible for developing a best in-class IVR Roadmap for Customer Care and JCPenney, involving IVR strategy, IVR guided speech, IVR self-help, call routing and contact center technology supporting Customer Care, Sales and Retention lines of business

Primary Responsibilities:
  • Provide solutions to complex business problems and be a thought partner to stakeholders
  • The Contact Center Operations team is responsible for all aspects of the customer journey involving IVR strategy, IVR guided speech, IVR self-help, call routing and contact center technology supporting Customer Care, Sales and Retention lines of business
  • Analyze data to measure the success of routing strategies and IVR customer journeys and identify anomalies through data to drive change
  • Improve IVR containment and deflection rates to exceed industry standards while enhancing customer experience
  • Test IVR and Routing call flows to ensure routing logic meets business requirements while also establishing precision queueing methodologies to increase servicing capacity
  • Develop a deep understanding of IVR finctionality and how it relates to all aspects of the JCP business
  • Design business requirements use cases and reporting requirements to measure outcomes
  • Draw meaningful insights from data and develop projects to improve upon existing technologies
  • Collaborates and manages cross functional team and stakeholder expectations to execute on product strategy and provides education to requestors to determine and prioritize based on tangible benefits and user experience

Core Competencies & Accomplishments:
  • 5-8 years of leadership experience within a call center
  • SME Experience with Genesys IVR
  • Able to navigate around a complex organization, communicating and interacting with others of all management levels
  • Proven problem-solving capabilities and critical thinking skills
  • Experience on managing the customer / digital touch points of an IVR implementation
  • Must have strong communication skills and heavy analytical and problem solving expertise
  • Experience with Agile development practices
  • Minimum of 3 years project management experience and 3 years experience with Speech IVR and call routing
  • Knowledge of project management tools, testing environments
  • Bachelors Degree in Business or IT or equivalent years of experience required

What you get:

We offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on JCPenney merchandise.

About JCPenney:

JCPenney is the shopping destination for diverse, working American families. With inclusivity at its core, the Company's product assortment meets customers' everyday needs and helps them commemorate every special occasion with style, quality and value. JCPenney offers a broad portfolio of fashion, apparel, home, beauty and jewelry from national and private brands and provides personal services including salon, portrait and optical. The Company and its 50,000 associates worldwide serve customers where, when and how they want to shop - from jcp.com to more than 650 stores in the U.S. and Puerto Rico. In 2022, JCPenney celebrates 120 years as an iconic American brand by continuing its legacy of connecting with customers through shopping and community engagement. Please visit JCPenney's Newsroom to learn more and follow JCPenney on Facebook, Instagram, Twitter and LinkedIn.

For more opportunities to join our team please visit our careers page.

Job Title: Manager Interactive Voice Response (IVR) – Customer Care
Location: Columbus, OH, United States -
Job ID: 1112429

J.C. Penney Company Inc.
Plano, Texas

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