Workforce Management IVR Administrator jobs in United States
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Victra - Verizon Authorized Retailer · 1 day ago

Workforce Management IVR Administrator

positionWinterville, NC
timeFull-time
remoteOnsite
seniorityMid Level

Victra - Verizon Authorized Retailer is a high-performing cellular phone retailer focused on innovation and execution. The IVR Administrator is responsible for optimizing the customer experience and operational efficiency of the contact center through the design and maintenance of the IVR system, aligning routing logic with workforce management strategies.

RetailTelecommunicationsWireless

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

Qualification

IVR platformsCall routing logicWFM toolsAnalytical skillsMicrosoft ExcelCommunication skillsCollaborative skills

Required

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

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

Benefits

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.

Company

Victra - Verizon Authorized Retailer

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We live in the mobile age. Mobile technologies have transformed the way people live, work, learn, travel, shop, and stay connected.
dateFounded in 1996
location
Raleigh, North Carolina, USA
people-size5001-10000 employees
web-link
https://www.victra.com/

Funding

Current Stage
Late Stage
Total Funding
$269.85M
2021-11-12Undisclosed· $269.85M
2016-01-19Acquired

Leadership Team

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Richard Balot
Chief Executive Officer
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Recent News

PR Newswire
Victra Celebrates 300th Total Wireless Store, Reinforcing Leadership as Nation's Largest Total Wireless Master Agent
2025-12-22
Morningstar.com
Victra, Largest Exclusive Authorized Verizon Retailer, Named One of Comparably's 2025 Best Companies for Compensation & Culture
2025-12-13
EIN Presswire
Victra Earns 2025 Great Place To Work Certification™
2025-09-09
Company data provided by crunchbase