Description and Requirements
One who has 8+years of experience and extensive knowledge of IVR applications that support MetLife Global Customer Service and Operations, demonstrate experience with data analysis, project management, and stakeholder engagement. A product owner for IVR systems should have a good understanding of IVR features and domain, as well as strong knowledge of industry best practices. Agility to keep himself updated with relevant technologies and can implement the same to decrease costs, increase performance and positively affect the bottom line . Responsible for understanding customer requirements, designing and routing strategies, and integrating call flows.
1. Partner and collaborate with the businesses to gain a thorough understanding of thecontact center business and their vision to ensure IVR strategy aligns with overall service vision and strategies.
2. Responsible for documenting, reviewing andgetting approval of the business requirements for each feature. Help derive the desired user experience to improve customer experience and operational efficiency.
3. Prepare requirement documents such as BRD, FRD, User Stories, Mapping Sheets etc.
4. Support UAT Testing by helping define the UAT test scenarios, review UAT test cases and support UAT testing team.
5. Providing systems training to Business and End User.
6. Prioritize and resolve issues and defects through collaboration within the delivery team and across the organization.
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
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