Jobs for People with MS: National MS Society

Job Summary

Verint offers a holistic vision for customer engagement solutions that help organizations empower our customers and employees through intelligence that can be shared enterprise-wide. Our solutions help customers optimize the customer experience by understanding their business operations, customer sentiment and intent through a comprehensive set of analytical tools which optimize employee and operational productivity and performance and create a workforce that is knowledgeable, empowered and highly engaged.

The main elements of this role will involve the assessment of our client’s current Voice of the Customer Analytics approach with a specific focus on Speech Analytics, Text Analytics, Automated Quality Management, Customer Feedback Management and CX-enhancing technologies, defining frameworks for implementation, analysis methodology and optimisation of business operations across our clients’ operations.

This role will require the flexibility to be comfortable either working with multiple customers across various industry verticals in a short space of time or developing a one on one relationship with a customer to deliver consulting services in a managed service capacity.

The role can also include solution and report design tailored to a client’s specific business focus areas and providing ongoing support, mentoring and training that ensures solution adoption, illuminates business insights and manages the solution configuration to achieve desired business outcomes.

Key Accountabilities

Deliver services and solutions that inspires customer advocacy and compels customer reinvestment in Verint products and services

Develop and maintain key client relationships with the aim of becoming a trusted advisor to the client

Assess the client’s business needs and translate them into a Verint solution set that addresses their requirements

Definition and delivery of a tailored VoC framework that can be applied to a client’s operations

Development and maintenance of documentation relevant to the successful delivery of the program

Development and delivery of agreed reporting outputs, including manipulation, pro-active analysis and interpretation of data provided by Verint solutions

Support of VoC installation and upgrade via training, consulting and scoping relevant to subject matter expertise – liaison with internal stakeholders and external partners and customers as relevant

Maintain subject matter expertise and thought leadership in best practice – share and engage with regional (APAC) team of consultants

Perform administrative tasks such as but not limited to timely and full completion of timesheets, expenses, travel, ISO, MBOs etc. in accordance with the team and Verint guidelines

Key Deliverables

Identifying Customers’ Needs

• Work with customers during the pre-sales phase of the customer lifecycle to identify business requirements, needs and pain points

• Map Verint solutions and professional consulting and training services to address their operational and strategic objectives

• Present and advocate for Verint solutions in 1:1, workshop, and conference settings

• Collaborate with Verint customers, colleagues and business partners to recommend and promote Verint solutions

Developing Automation Processes through Verint VoC Customer Solutions

• Scope and design of automated quality forms for process and regulatory compliance and other agent based performance metrics

• Creation of automated quality forms in line with organisation needs

• Conduct change impact analysis and work with organisations to successfully implement automation projects

Developing World-Class VoC Customer Solutions

• Review and optimise clients’ Voice of the Customer program

• Customer Engagement Strategy

• Process Mapping

• Stakeholder Mapping

• Evaluation of the current outputs and their effectiveness

• Capture the current state as a baseline for improvement

• Develop a roadmap for optimisation over the next 12 months

• Develop & measure tangible business results connected with the introduction of Verint solutions

Implementation of the VoC Solution

• Develop business processes that will optimise the utilisation of Verint VoC solutions

• Develop an operational rollout plans to educate, mentor and inspire the usage of Verint VoC solutions

• Review and optimise the effectiveness of the program to deliver measurable business results and RoI

Cultural Influence

• Develop and maintain customer relationships to drive advocacy for Verint and our solutions

• Maintain industry leading knowledge and expertise through skill maintenance and development

• Act at all times to ensure that all issues are handled with integrity (and confidentiality as required).

• Create a work environment that is inclusive and committed to achieving business goals.

• Adhere to, and promote, Verint and client values and goals.

• Ensure that communication is both transparent and two-way where required.

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.

People Specification – Qualifications, Experience, Skills

• 3+ years experience of Contact Centre operations, with a focus on the successful delivery of programs related to customer insights, business analysis, data science or other Customer Experience-related disciplines

• Exposure to some elements of VoC technology including contact centre Quality Monitoring Speech Analytics, Text Analytics, and/or Survey management

• Excellence in delivering solutions-focused presentations, including the ability to handle and mitigate objections

• Experience of working with and influencing customer stakeholders at all levels of the organisation, including up to C-suite level

• Understanding of, and demonstrated experience in, using Adult Learning Principles

• Strong verbal/written communications skills

• Demonstrated ability of business analysis expertise

• High level of computer literacy, including MS Office Products (Project, Visio, Word, Excel) and other productivity tools

• Ability to travel when required

• Bachelor’s Degree in appropriate field or equivalent industry experience

• Demonstrated capability of operating in a customer-focused, customer service/sales-driven environment

• Demonstrated previous experience using Verint Workforce Optimization & Customer Engagement Optimization solutions, or equivalent product sets.

• Superior Business Writing and Documentation skills

• Data Manipulation Tools (SQL, SSRS) highly desirable but not essential

• Ability to work autonomously in a dynamic environment