Voice Products Automation Manager

About the Role

This is a key position within CashXpress Nigeria Limited, responsible for ensuring that our voice bots and interactive voice systems effectively serve our customers while optimizing operational costs. The role requires a deep understanding of customer behavior in lending, technological advancements, communications services, AI trends, revenue generation, cost estimation and optimization, solution development and integration, and maintaining seamless voice product operations.

Key Responsibilities

• Develop voice products in onboarding, customer service/support, and debt collection through voice bots, interactive voice responses, and integration with AI-powered voice agents in collaboration with team members
• Develop, implement, and optimize scripts and matrices for various departments including verification, customer service, and loan repayment
• Develop and manage matrices of communication solutions and interaction scripts
• Track interactions between personalized paid variable voice products and recorded voice products using natural language processing tools with a focus on cost minimization
• Map predefined voice scripts and matrices to their categories using voice tools and AI tools
• Manage optimization of voice product tool capabilities such as ElevenLab, n8n, and similar platforms
• Oversee communication channels such as Grafana, Webitel, and others with a focus on subscription, request, and usage pricing
• Identify factors affecting customer use of voice services and analyze trends in inactivity and inefficiency
• Track key performance indicators of the voice services segment and analyze data for product optimization including revenue, usage, and retention metrics
• Monitor customer lifecycle, connectivity, and capabilities to stimulate growth of process automation
• Provide regular reports on product key performance indicators (KPIs)

Required Expertise

• Deep understanding of customer behavior in lending and financial services
• Knowledge of AI trends and voice technology
• Experience with voice automation tools and platforms
• Strong analytical and data interpretation skills
• Cost estimation and optimization capabilities
• Solution development and integration experience
• Performance tracking and KPI analysis