Voice Routing Optimization Specialist

Descripción de la oferta

ROLE SUMMARY
The Voice Routing Optimization Specialist is responsible for designing and refining Verizons inbound and outbound call routing strategies. This position focuses on reducing customer wait times, aligning routing with agent skills, and improving overall efficiency.
KEY RESPONSIBILITIES
1. Routing Strategy Development - Implement and maintain call distribution logic to balance workload among agents. - Optimize call flows to meet Verizons service level objectives.
2. ACD Configuration - Configure Automatic Call Distribution (ACD) systems based on business rules, agent skill sets, and call priority. - Adjust settings according to real-time business needs and campaign demands.
3. Data Analysis & Reporting - Monitor call flow KPIs (e.g., average speed of answer, abandon rate) to identify routing inefficiencies. - Generate reports and recommendations to Verizons leadership for continuous improvement.
4. Continuous Improvement - Recommend new routing algorithms or workflow changes to enhance service levels. - Keep abreast of AI-driven or predictive routing technologies to propose advanced solutions.
5. Collaboration & Coordination - Work with Workforce Management and IT teams to align resource capacity with projected call volumes. - Communicate routing changes clearly to operations and supervisory staff.
QUALIFICATIONS & SKILLS
B2+, C1 English
Bachelors degree in Information Systems, Operations Research, or related field (or equivalent experience).
Demonstrated experience with ACD platforms (e.g., Cisco UCCE, Genesys, Avaya).
Strong analytical mindset and proficiency in data analysis tools (Excel, SQL, BI software).
Knowledge of contact center metrics and workforce management principles.
Excellent communication to translate technical routing updates for non-technical management partners

Requerimientos

• Educación mínima: Universidad / Carrera Profesional
• 3 años de experiencia

Palabras clave: optimizacion, optimization, especialista

Hace 5 días

Acerca de Allied Global

Compañía de servicios BPO, KPO, especializados en servicio al cliente bilingüe para clientes en el exterior. Tecnología y desarrollo de software. Soluciones empresariales a la medida de cada cliente.

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