{"id":95688,"date":"2026-04-15T04:04:44","date_gmt":"2026-04-15T02:04:44","guid":{"rendered":"https:\/\/congopubonline.com\/?post_type=jobpost&p=95688"},"modified":"2026-04-21T02:00:01","modified_gmt":"2026-04-21T00:00:01","slug":"ivr-specialist","status":"unpublished","type":"jobpost","link":"https:\/\/congopubonline.com\/?jobpost=ivr-specialist","title":{"rendered":"IVR SPECIALIST"},"content":{"rendered":"\n
Intitul\u00e9 du poste<\/td>IVR SPECIALIST<\/strong><\/td><\/tr>
R\u00e9f\u00e9rences<\/td>–<\/td><\/tr>
Date de publication<\/td>05 Avril 2026<\/td><\/tr>
Date de limite<\/td>21 avril 2026<\/td><\/tr>
Lieu d\u2019affectation<\/td>KINSHASA<\/td><\/tr>
Organisme ou soci\u00e9t\u00e9<\/td>BENSIZWE<\/td><\/tr>
Type de contrat<\/td>Autres<\/td><\/tr>
Adresse email pour soumissionner<\/td>recrutement@bensizwe.com<\/a><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

Contexte<\/strong><\/h4>\n\n\n\n

BENSIZWE recrute pour un client dans le secteur de T\u00e9l\u00e9communication, un \u00ab IVR Specialist<\/strong> \u00bb :<\/p>\n\n\n\n

Description du Poste<\/strong><\/p>\n\n\n\n

    \n
  • Le Sp\u00e9cialiste IVR rapporte directement au Responsable des Op\u00e9rations Commerciales. Il est responsable du d\u00e9veloppement strat\u00e9gique, de la mise en \u0153uvre et de l’optimisation des syst\u00e8mes et solutions IVR \u00e0 travers le Groupe. Cela inclut la conception de flux IVR intuitifs, l’\u00e9laboration de scripts attrayants et l’assurance d’une int\u00e9gration fluide avec les autres syst\u00e8mes.<\/li>\n\n\n\n
  • L’objectif principal est d’am\u00e9liorer l’exp\u00e9rience client en g\u00e9rant des syst\u00e8mes IVR efficaces. Cela implique l’optimisation de l’efficacit\u00e9 op\u00e9rationnelle, la stimulation de la croissance par des solutions innovantes et la cr\u00e9ation de solutions de libre-service (self-service) conviviales pour permettre aux clients d’acc\u00e9der facilement aux services et informations de l\u2019entreprise.<\/li>\n<\/ul>\n\n\n\n
    T\u00e2ches et Responsabilit\u00e9s<\/strong><\/h5>\n\n\n\n
      \n
    • Optimisation et Efficacit\u00e9 :<\/strong>\u00a0R\u00e9duire tactiquement la charge de travail du Service Client (centres d’appels) et maximiser l’efficacit\u00e9 du canal IVR.<\/li>\n\n\n\n
    • Analyse de Donn\u00e9es :<\/strong>\u00a0Analyser les donn\u00e9es d’appels pour identifier les points de friction des clients et am\u00e9liorer l’exp\u00e9rience IVR.<\/li>\n\n\n\n
    • Conception :<\/strong>\u00a0Cr\u00e9er des sch\u00e9mas de flux et des scripts IVR intuitifs, ainsi que des menus et messages conviviaux.<\/li>\n\n\n\n
    • Gestion de Projet :<\/strong>\u00a0D\u00e9finir les besoins m\u00e9tiers en utilisant les principes de conception centr\u00e9e sur l’humain, \u00e9laborer des sc\u00e9narios, effectuer les tests d’acceptation m\u00e9tier et participer \u00e0 la planification des lancements.<\/li>\n\n\n\n
    • Performance :<\/strong>\u00a0Suivre les indicateurs de performance IVR, fournir des rapports statistiques et apporter des am\u00e9liorations bas\u00e9es sur les donn\u00e9es.<\/li>\n\n\n\n
    • Gestion du Contenu :<\/strong>\u00a0Superviser les enregistrements IVR et g\u00e9rer l’\u00e9quipe en charge de la traduction\/validation du contenu, en liaison avec les agences pour les enregistrements selon les accords de niveau de service (SLA).<\/li>\n\n\n\n
    • Collaboration :<\/strong>\u00a0Travailler avec les propri\u00e9taires de syst\u00e8mes pour am\u00e9liorer les plateformes IVR et formuler des recommandations strat\u00e9giques pour r\u00e9duire le volume d’appels.<\/li>\n<\/ul>\n\n\n\n
      Qualification et Exigences<\/strong><\/h5>\n\n\n\n
        \n
      • Dipl\u00f4me :<\/strong>\u00a0Licence ou exp\u00e9rience \u00e9quivalente, de pr\u00e9f\u00e9rence dans une discipline commerciale ou connexe.<\/li>\n\n\n\n
      • Exp\u00e9rience :<\/strong>\u00a0Exp\u00e9rience en service client, centre d’appels, op\u00e9rations de support ou marketing.<\/li>\n\n\n\n
      • Comp\u00e9tences Techniques :<\/strong>\u00a0Exp\u00e9rience hautement souhaitable avec les technologies de centre de support client.<\/li>\n\n\n\n
      • Langues :<\/strong>\u00a0Bilingue Fran\u00e7ais et Anglais.<\/li>\n\n\n\n
      • R\u00e9daction :<\/strong>\u00a0Excellentes comp\u00e9tences en r\u00e9daction cr\u00e9ative.\n
          \n
        • Ma\u00eetrise de l’analyse commerciale et de la gestion de projets\/processus.<\/li>\n\n\n\n
        • Capacit\u00e9 \u00e0 g\u00e9rer plusieurs projets et \u00e9ch\u00e9ances simultan\u00e9ment.<\/li>\n\n\n\n
        • Fortes comp\u00e9tences en communication et relations interpersonnelles, capable d’interagir avec les gestionnaires et les employ\u00e9s \u00e0 tous les niveaux.<\/li>\n\n\n\n
        • Personnalit\u00e9 motiv\u00e9e, autonome et capable de travailler dans des d\u00e9lais serr\u00e9s.<\/li>\n\n\n\n
        • Excellente communication \u00e9crite et verbale en fran\u00e7ais, anglais et une ou plusieurs langues locales.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

          Date limite : 21 avril 2026<\/H6><\/BR>NUMERO DE REFERENCE : –<\/B><\/BR><\/p>\n","protected":false},"author":74,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[],"jobpost_job_type":[],"jobpost_location":[],"jobpost_tag":[],"class_list":["post-95688","jobpost","type-jobpost","status-unpublished","hentry"],"yoast_head":"\nIVR SPECIALIST - Congo Pub Online<\/title>\n<meta name=\"description\" content=\"BENSIZWE recrute pour un client dans le secteur de\u00a0T\u00e9l\u00e9communication,\u00a0un \u00ab\u00a0IVR Specialist\u00a0\u00bb\u00a0: Description du Poste Le Sp\u00e9cialiste IVR\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/congopubonline.com\/?jobpost=ivr-specialist\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IVR SPECIALIST\" \/>\n<meta property=\"og:description\" content=\"BENSIZWE recrute pour un client dans le secteur de\u00a0T\u00e9l\u00e9communication,\u00a0un \u00ab\u00a0IVR Specialist\u00a0\u00bb\u00a0: Description du Poste Le Sp\u00e9cialiste IVR\" \/>\n<meta property=\"og:url\" content=\"https:\/\/congopubonline.com\/?jobpost=ivr-specialist\" \/>\n<meta property=\"og:site_name\" content=\"Congo Pub Online\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/web.facebook.com\/Congopubonline\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-21T00:00:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/congopubonline.com\/wp-content\/uploads\/2023\/02\/congopub.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2000\" \/>\n\t<meta property=\"og:image:height\" content=\"1218\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@CONGOPUBOnline\" \/>\n<meta name=\"twitter:label1\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/congopubonline.com\/?jobpost=ivr-specialist\",\"url\":\"https:\/\/congopubonline.com\/?jobpost=ivr-specialist\",\"name\":\"IVR SPECIALIST - 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