Digital Ivr Operations Associate

How You'll Contribute...

• Collaborate with stakeholders and inform/influence revised IVR call flows based on best practices
• Ability to recommend, strategize & implement A/B testing across Omni channels (Voice, Chat, SMS).
• Provide consultation/architecting with next-generation IVR by recommending changes necessary to migrate from legacy IVR to a Natural Language IVR.
• Help build call flows aligned with business requirements
• Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes
• Analyze APIs for integrations and ask necessary questions to the respective team and get detailed information
• Ability to determine opportunities through analysis of current or future trends
• Assists other users with data analysis as needed
• Ability to work independently, effectively manage time, prioritize tasks, and work within deadlines with little supervision.
• Clearly articulates thoughts and ideas in oral and written presentations
• Implement automation tools for our voice, chat, and SMS bots.
• Contributes creative ideas to conduct a thorough analysis to estimate risk/reward

What We're Looking For...

• Highly disciplined self-starter with solid collaboration & communication skills
• 2+ years experience with CallMiner, Nexidia, NICE, Verint, Twilio FLEX, or other speech analytics package preferred
• Orientation for detail, coupled with organizational and Project Management skills.
• Minimum 2 years prior work experience performing business, data, operations, and/or statistical analysis.
• Advanced skills in Microsoft applications such as Excel (charts, formulas, macros), PowerPoint, and Visio
• 2+ years of call center experience preferred

Life At Centerfield...

• Competitive salary + bi-annual bonus
• Unlimited PTO – take a break when you need it!
• Break room fully stocked with games, workout equipment + weekly in-office exercise classes (yoga, kickboxing, & circuit training)
• Fully stocked kitchens with drinks & snacks
• Paid charity and volunteer days (local mentor programs, adopt a pet, beach cleanup, etc.)
• 401(k) company match plan – fully vested on day 1
• Career growth – we enjoy promoting from within!
• Outside patio overlooking Playa Vista + cabanas, fire pits, & working grills
• Industry-leading Medical, Dental, and Vision plans + generous parental leave
• Free onsite gym + locker rooms
• Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
• Monthly team outings (ball games, casino night, hikes, etc.)
• Monthly happy hours, catered lunches + daily food trucks