IVR Optimisation
Barclaycard
Merseyside,Wavertree
4d ago

Flexible (North West England) We are on the lookout for an Business Improvement Manager to be based in one of our Barclays offices in North West England.

In this strategic role, with a focus on continuous improvement and customer experience, you will be responsible for the management and control of the telephony routing and IVR experience for all Barclays UK customers over 5 million voice contacts per month.

This is a hands on role, that will require you to utilise your technical and commercial knowledge to measure impact and deliver high level strategic solutions. What will you be doing?

  • Optimising automated and assisted telephony services, delivering Customer experience improvements and significant business cost savings
  • Preparation and presentation of comprehensive business cases which support Interactive Voice Response (IVR) investment
  • Coordination of improvement activities, methodologies and priorities across the team of IVR Optimisation Managers, and technology partners, implementing standard policies and controls within the team
  • Tracking of E2E performance and benefits of IVR programmes and improvements with finance and contact centre planning colleagues
  • Subject Matter Expert for programmes, projects and business teams across the Barclays group, providing expertise on how to deliver IVR and call routing services and change management in this space
  • Represent the Head of IVR (Business and Product Owner) in delivering updates and presentations to Barclays 360 Managing Directors, Heads of business areas and Global Contact Centre Council What we’re looking for :
  • Experience of working with call routing and telephony systems (ACD, Avaya, ICM, call steering applications)
  • Strong analytical capability and a high degree of numeracy
  • Experience of delivering process improvement Skills that will help you in the role :
  • Technical / thought leadership in telephony environments
  • Experience in business management and commercial decision making
  • Knowledge of process improvement disciplines eg, lean, six sigma Where will you be working?This role is available in various locations across North West England (including Knutsford, Liverpool and Manchester).
  • In the centre of Spinningfields, Hardman Street is right in the centre of the best of Manchester’s professional business network.

    A multi divisional space with Corporate, Wealth, Premier and Digital colleagues, the offices include a client suite for meetings for up to 100 people, but are equally intimate for smaller meetings.

    Set in the heart of the cities gyms, bars, restaurants and shopping, Barclays offices are a real benefit to its 300 staff and an attractive venue for clients.

    Interested and want to know more about Barclays? Visit home.barclays / who-we-are / for more details. Our Values Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship.

    Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues.

    Simply put, success is not just about what you achieve, but about how you achieve it. Our DiversityWe aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.

    Our BenefitsOur customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances.

    These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be.

    We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.

    We will consider applications from job share applicants

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