ERC International
This job is closed

Manager Chatbot Analyst

Job Description and Requirements


Industry: Telecommunication

Employment type: Full Time



•Minimum 5-7 years of experience in a customer service role in online, telecommunications or financial services industry

•Previous App or Digital experience will also be highly regarded


Bachelor degree (preferred)


  • creating user journeys and experiences aligned to common call drivers
  • reviewing existing journeys and implementing improvements to lift resolution rates and customer satisfaction scores
  • providing reporting and analytics to a wide range of stakeholders to help them understand the performance of the chatbot as well as to get “buy in” on new ideas
  • working closely with Operations, Segment and Customer Experience team to help define chatbot content and user journeys
  • working closely with the chatbot vendor to drive improvements and resolve any issues
  • working with digital Product Owners to co-create Chatbot roadmap and adoption plan
  • supporting Management with reporting and analytics requests