IVR Specialist - H/F

Kinshasa
CDI
Temps-plein

Il y a 20 jours

L'entreprise:Nous sommes une entreprise spécialisée dans le domaine de la Gestion des Ressources Humaines (GRH). Nous offrons des solutions optimisées dans le recrutement, la mise à disposition de personnel (local et expatrié), le Conseil RH, la Formation, ainsi que l'externalisation de la paie (payroll). Nous opérons sur toute l'étendue de l'Afrique Centrale. La Sodeico Manpower est également membre d'un Consortium International qui fournit de l'expertise technique et de la gestion de projets intégrés financés par des bailleurs de fonds, tels que l'Union Européenne (UE), la Banque Mondiale (WB) et la Banque Africaine de Développement (BAD). La SODEICO Manpower est votre partenaire de performance. Nous vous accompagnons avec un service de qualité, ce qui vous permet désormais de vous focaliser sur votre cœur de métier, pour une meilleure productivité.À propos du poste:The IVR specialist will directly report to the Business Operations Manager and will be responsible for the strategic development, implementation, and optimization of IVR systems and solutions across the Group. This includes designing intuitive IVR flows, developing engaging scripts, and ensuring seamless integration with other systems.The primary objective of the IVR Specialist role is to enhance customer experience by developing and managing efficient IVR systems. This involves optimizing operational efficiency, driving business growth through innovative IVR solutions, and creating user-friendly self-service solutions that empower customers to easily access Vodacom services and information.The IVR specialist will work to tactically reduce Customer Care (Call centers) workload and maximize efficiency of the IVR channel. In addition, He/She will oversee the management of IVR recordings, drive IVR channel utilization aligned with operational standards, and implement strategies to improve customer self-service capabilities.Profil recherché:Key responsibilities include:

Analyzing call data to identify customer pain points and improve the IVR experience.
Create intuitive and efficient IVR flowcharts scripts.
Design user-friendly IVR menus and prompts
Compile system and functional specifications for improvements required.
Defining business requirements using human-centred design principles, elaborate scenarios and flows, complete business acceptance testing and participate in release planning exercises and perform production verification testing where required.
Ensure content of the service matches customer needs and reasons for customer contact.
Analyze, optimize and formulate processes.
Analyze statistics and trouble-shoot processes to identify improvements.
Ensure the necessary quality control measures are in place to support the quality and availability of the Customer Care information.
Reduce call center handle time by effectively routing calls through the IVR.
Increase first call resolution rates through accurate and informative IVR interactions.
Monitoring IVR performance metrics and make data-driven improvements.
Provide reports on IVR performance and statistics.
Check, analyze, ensure effectiveness of IVR flows and optimize their usage.
Maintain, develop and update accurate information and flows
Work with system owners to improve IVR system and platforms.
Evaluate and make recommendations on effective Self-service strategy to reduce call volume.
Manage the team in charge of content translation/validation and liaise with agency for recordings completion according to agreed SLA and compliance with data privacy regulations.

QUALIFICATIONS AND EXPERIENCE

Experience in Customer service, call center or support operations
Experience in Marketing
Experience in collaborating and facilitating activities within and outside an organization
Creative writing skills
Experience with customer support center technologies highly desirable
Bilingual in French & English
Bachelor Degree or equivalent related experience preferably in a business or related discipline

COMPETENCIES (KNOWLEDGE, SKILLS AND ATTRIBUTES)

Knowledge of support/call center technologies
Project and process management
Business analysis
Highly developed communication and interpersonal skills, able to interact with both managers and employees at all levels
Ability to manage multiple projects and deadlines simultaneously while maintaining a strong client service orientation
Highly motivated, self-directed & possess a driven personality capable of working within tight deadlines
Excellent written & verbal communication skills in French, English and one or multiple local languages.
Teamwork

We invite you to post your detailed CV in French with imperative mention of the job title in the subject of your application « IVR SPECIALIST». Please, you may directly apply on our website (fill in the form and submit your resume) in Word format (any other format will not be accepted) before april 9, 2026.- Unemployed postulants are requested to bring a jobseeker card issued by the ONEM.- Only successful candidates will be called.- Female application are strongly encouraged!

Sodeico

Postuler