IVR manager in DTEK, TOV, Energetichna kompaniya

DTEK Networks is a leading energy company of Ukraine that distributes electricity in five regions Ukraine: Kyiv, Kyiv, Dnipropetrovsk, Donetsk and Odesa regions and serves more than 5.5 million customers. light and comfort, and businesses - the opportunity to work and develop.

We are looking for " IVR Manager".

With us you will get:

• Official employment, decent salary and bonus based on work results;
• Paid holidays and sick leave;
< li style="font-weight: 400">Medical insurance after the probationary period;
• Education at the DTEK Academy (online courses, classroom trainings, master classes, closed clubs, professional communities);
• Energetic and friendly team.

We will be glad to see you in the team if you have:

• Higher education;
• Experience of working in a call center, in IVR management;
• Experience of working with Enterprise level IVR systems for more than 2 years;
• System thinking and analytical skills;
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• Experience of communications with IT departments;
• Proactivity, responsibility, stress resistance, sociability;
• Excellent knowledge of the Ukrainian language, the ability to competently and creatively form communication messages;
• li>Understanding of VOIP technologies;
• Willingness to work in conditions of transformation and tight deadlines;
• Ability to emphasize, structure information and communicate your ideas.

Your main tasks will be:  

• Control over the achievement of established KPIs through the IVR channel.
• Study of the best global practices of self-service and information systems and their implementation in the work of the division
• Implementation of the strategy for the development of digital channels (IVR), development of IT systems.
• Building a system of reporting and control of performance indicators.
• Initiation and control of the launch of reactive and proactive customer information processes using IVR.
• Optimization of work with the IVR system.
• Organization of high-quality customer service of the company in IVR (Interactive voice response)
• Analysis and identification of customer needs, forms and implements initiatives for the development of service processes in IVR channels
• Ensuring the formation of texts for communication with customers in service channels in accordance with best practices
• Automation of service processes in IVR, including the formation of architsolution structure, operational change.
• Formation of IT integration with existing software complexes, development of measures for their optimization
• Technical and software modernization, development of analytics and reporting of the direction
• Budgeting, working with counterparties within the framework of IVR projects, document preparation.

By sending your resume to the vacancy, you consent to the use Your personal data by DTEK within the framework of the current legislation of Ukraine. The DTEK company guarantees the confidentiality of applications and the negotiation process when selecting candidates for vacancies.

Please note that feedback on the results of the vacancy review is provided within two weeks in case of a positive decision on your candidacy.

Our energy brings light and comfort to people!