DTEK Networks is a leading energy company in Ukraine, distributing electricity in five regions of Ukraine: Kyiv, Kyiv, Dnipropetrovsk, Donetsk and Odessa regions and serving over 5.5 million customers.The Company's employees provide light and comfort in the homes of Ukrainians every day, and enterprises with the opportunity to work and develop.We are looking for an "IVR Manager".With Us You Will ReceiveOfficial employment, decent salary and bonus based on work results;Paid vacation and sick leave;Health insurance after the probationary period;Training at the DTEK Academy (online courses, classroom trainings, master classes, closed clubs, professional communities);An energetic and friendly team.We would be happy to see you in the team if you have:Higher education;Experience working in a call center, in IVR management;More than 2 years of experience working with Enterprise-level IVR systems;Systems thinking and analytical skills;Experience in communicating with IT departments;Proactivity, responsibility, stress resistance, sociability;Excellent knowledge of the Ukrainian language, ability to competently and creatively form communication messages;Understanding of VOIP technologies;Willingness to work in a transformational environment and under tight deadlines;The ability to emphasize, structure information, and convey your ideas.Your Main Tasks Will BeMonitoring the achievement of established KPIs via the IVR channel.Studying the best global practices of self-service and information systems and implementing them into the work of the unitImplementation of the strategy for developing digital channels (IVR), development of IT systems.Building a reporting and performance monitoring system.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 for the company in IVR (Interactive voice response) Analyzes and identifies customer needs, forms and implements initiatives to develop service processes in IVR channelsEnsuring the formation of texts for communication with customers in service channels in accordance with best practicesAutomation of service processes in IVR, including the formation of solution architecture, operational change.Formation of IT integration with existing software complexes, development of measures for their optimizationTechnical and software modernization, development of analytics and reporting for the directionBudgeting, working with contractors within the framework of IVR projects, document preparation.By submitting your resume for a vacancy, you consent to the use of your personal data by DTEK within the framework of the current legislation of Ukraine. DTEK guarantees the confidentiality of applications and the negotiation process when selecting candidates for a vacancy.Please note that feedback on the results of the vacancy review will be provided within two weeks in the event of a positive decision on your candidacy.Our energy brings light and comfort to people!