Workforce Management IVR Administrator

About Us:

We are a high-performing cellular phone retailer that thrives on smart innovation and strong execution. Our mission is to bring customers into our stores and help them upgrade to the latest and greatest product and services. We work closely with the brands we sell to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and boost sales.

About the Role

The IVR Administrator plays a critical role in optimizing the customer experience and operational efficiency of our contact center. This position is responsible for the design, maintenance, and performance monitoring of the Interactive Voice Response (IVR) system, with a strong emphasis on aligning routing logic and call flows with workforce management strategies and real-time staffing conditions.

Key Responsibilities

·      IVR Configuration & Maintenance

·      Design, implement, and maintain IVR call flows and routing logic in collaboration with WFM and IT teams.

·      Update IVR messaging and schedules based on business hours, holidays, and special events.

·      Workforce Integration

·      Align IVR routing with real-time staffing levels and forecasted call volumes to optimize service levels.

·      Collaborate with WFM analysts to identify peak periods and adjust IVR logic accordingly.

·      Performance Monitoring & Reporting

·      Monitor IVR performance metrics (e.g., call containment, transfer rates, abandonment) and recommend improvements.

·      Generate and analyze reports to assess IVR efficiency and its impact on workforce KPIs.

·      Incident Response

·      Act as a point of contact for IVR-related outages or disruptions; coordinate with tech teams to resolve issues and communicate status updates.

·      Cross-Functional Collaboration

·      Partner with Contact Center leadership, WFM, and IT to ensure IVR supports business goals and customer experience standards.

·      Participate in weekly IVR strategy meetings and design sessions.

Qualifications

·      Experience with IVR platforms (e.g., RingCentral, Genesys, NICE) and call routing logic.

·      Familiarity with WFM tools and scheduling systems.

·      Strong analytical skills with the ability to interpret data and make actionable recommendations.

·      Excellent communication and documentation skills.

·      Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills

·      Prior experience in a contact center or telecom environment.

·      Knowledge of workforce forecasting, scheduling, and real-time adherence.

·      Proficiency in Microsoft Excel (pivot tables, VLOOKUP) and reporting tools.

·      Specific Knowledge and familiarity with Ring Central/Nice

Why Join Us?

·      Paid training and career development opportunities.

·      Comprehensive health, dental, and vision insurance.

·      401k retirement plan.

·      Tuition reimbursement.

·      Employee discounts on Verizon services.

·      Career pathing opportunities.

 EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.