ADT Security Services, Inc. Manager, IVR Analytics- Colorado in Aurora, Colorado
Manager, IVR Analytics- Colorado ( Job Number: 2110852 )
At ADT, we’ve been in the business of helping save lives for more than 145 years. As the number one smart home security provider serving residential and business customers, our people are our most important asset. Headquartered in Boca Raton, FL and at more than 200 locations across North America, our employees help empower our customers to live more secure and confident lives. Join our team and help us protect what matters most. For more information, visit www.adt.com or follow us on Twitter, LinkedIn, Facebook and Instagram. Position Summary:
This position will own the strategic design and functionality of the ADT IVR which includes designing a customer-centric process for connecting callers to ADT teams, measuring key fallouts points and implementing solutions that result in increased conversions and customer experience. The role will spearhead developing and managing necessary data and reporting and will work closely with key stakeholders in Marketing, Sales, Customer Experience, and I.T. leadership to shape and optimize the technology.
Duties & Responsibilities:
Align and communicate with Marketing and Sales executive leaders on the strategy in our IVR approach.
Coordinate with Care IVR leaders to create a consistent customer experience throughout the ADT ecosystem.
Partner with IT to develop data capture, architecture and exposure to support ongoing analytics and reporting.
Develop meaningful KPIs, scorecards and dashboards to track the efficiency and performance of the IVR, focusing on customer falloff points (IVR abandons) and internal transfers.
Coordinate with IT to document the business rules and processes in the IVR, and set up quality checks/audit procedures to ensure these rules/processes are working as intended.
Develop a testing process to evaluate changes to the IVR.
Maintain a process flow of the IVR for documenting the customer journey.
Education & Certification Bachelor’s degree in Computer Science, Business, Finance, Business Intelligence, Analytics or similar field.
5 years working in a position using process design and analytics to drive contact center optimization, including IVR processes.
3 years’ experience leading cross-functional projects.
Proficiency with SQL and Tableau.
Preferred experience with data requirements and IT system architecture.
Compensation: The pay range for this role is $72,000 - $108,000 annually and is based on experience and qualifications.
Benefits: • Medical, dental and vision insurance • Paid time off • 401(k) plan with company matching contribution • Supplemental voluntary benefits • Tuition reimbursement • Employee referral program • Employee discount program
ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.
Req ID: 2110852