CS Performance Monitoring and Business Development Specialist Ι IVR Design & Monitoring

Purpose

As a Customer Service Performance Monitoring & Business Development Specialist, with a focus on IVR Design & Monitoring you will be responsible for supporting the Bank’s IVR (Interactive Voice Response) platform from an operational and technical perspective. The role includes the design, optimization, and monitoring of IVR flows in collaboration with internal IT teams, Customer Service stakeholders and external vendors. You will play a key role in ensuring a seamless and customer-friendly IVR experience, aligned with business goals and customer service performance standards.
 

What you will be doing

•    Support the design, maintenance, and optimization of IVR call flows and routing logic, ensuring they align with the Bank’s service model and customer journey strategy.
•    Monitor IVR usage patterns, performance metrics and performance to proactively identify areas for improvement.
•    Collaborate closely with internal IT teams, external technology providers and Customer Service units to deliver enhancements and resolve technical issues in the IVR platform.
•    Participate in requirements gathering, documentation, and testing of new or updated IVR flows.
•    Collaborate with cross-functional teams to integrate IVR systems with other business systems, such as customer relationship management (CRM) platforms
•    Work with analytics and reporting teams to integrate IVR data into broader service performance dashboards and decision-making tools.
•    Stay informed about industry trends and best practices in IVR technology, and recommend innovative solutions to continuously enhance our customer experience.

What you need to have

•    A Bachelor’s degree in in Business Administration, Engineering, Telecommunications or related fields
•    A Master’s degree or specialization in Customer Experience or Technology Management will be considered an asset.
•    At least 3 years of experience in IVR system support, telephony platforms, or customer service process design.
•    Strong collaboration and coordination skills, with the ability to translate business needs into technical requirements.
•    Experience working with IT departments or vendors on technical implementations or incident resolution.
•    Good understanding of reporting and monitoring tools related to IVR and call flows.
•    Excellent command of the Greek and English language (both written and spoken).