Voice Products Automation Manager at CashXpress Nigeria Limited

About the Role

This is a key position within CashXpress Nigeria Limited, responsible for ensuring that our voice bots and interactive voice systems deliver exceptional customer service while optimizing operational costs. The role requires a comprehensive understanding of customer behavior in lending, technological advancements, AI trends, revenue generation, cost optimization, and solution development.

Key Responsibilities

• Develop voice products for onboarding, customer service/support, and debt collection through voice bots, interactive voice responses, and AI-powered voice agent integrations in collaboration with cross-functional teams
• Develop, implement, and optimize scripts and interaction matrices for verification, customer service, and loan repayment departments
• Track interactions between personalized paid variable voice products and recorded voice products using natural language processing tools, with a focus on cost minimization
• Manage and optimize voice product tool capabilities (such as ElevenLabs, n8n) and communication channels (such as Grafana, Webitel) with attention to subscription, request, and usage pricing models
• Ensure full portfolio coverage and optimize coverage according to DPD schedules across all business areas
• Plan and oversee the implementation timeline for new voice products and manage technical connection aspects
• Identify factors affecting voice service usage and track trends in customer inactivity and inefficiency
• Monitor key performance indicators for the voice services segment, analyzing data on revenue, usage, and retention to drive product optimization
• Track customer lifecycle, connectivity, and capabilities to support retention and engagement initiatives

Required Expertise

• Deep understanding of customer behavior in lending services
• Knowledge of AI trends and voice technology applications
• Experience with voice automation tools and platforms
• Data analysis and performance tracking capabilities
• Solution development and system integration experience
• Cost estimation and optimization expertise

Location

Lagos, Nigeria