Verint WFO Process Analyst

Verint WFO Process Analyst

Introduction

This document outlines the role and responsibilities of the Verint WFO Process Analyst.

Role and Responsibilities

Verint Implementation Specialist

Key responsibilities include:

• Serving as the primary point of contact for any technical or behavioural challenges related to Verint WFO.
• Training new users on Verint WFO and guiding them through their outputs.
• Ensuring adherence to established processes and procedures for setup, implementation, operationalization, and business handover as needed.
• Managing externally escalated Verint WFO-related issues.
• Assisting in defining, documenting, and standardizing process times for various procedures.
• Upholding Verint WFO best practices, including management behaviours, frameworks, and software utilization.
• Conducting system setup and audits.
• Supporting further rollouts.

Principal Accountabilities

System Maintenance:

Super User

Operational Management Support:

Proactively analyse key trends and provide recommendations to Team Leaders, Customer Service Managers, and Operational Managers to enhance customer experience and achieve business goals.

Training Support:

Deliver individual and group training sessions on Verint WFO, including guidance on system upgrades.

System Implementation – New Teams:

Work with the business to conduct process analysis and work measurement, ensuring effective system setup for new team implementations and refinement for existing users as needed.

Skills Category

What exactly is needed

Customers

• Understand the different user levels and their objectives.
• Recognize how processes impact various customer touchpoints and interactions.

Operating Structure

• Have a solid understanding of the business structure.
• Be aware of the responsibilities of each department and their interdependencies.
• Possess a deep understanding of how business processes are reflected in capacity plans and performance reports.

Process Analysis & Design

• Demonstrate a strong grasp of workflows and business processes within operational teams, including end-to-end processing.
• Possess in-depth knowledge of process analysis, including risk identification, cause-and-effect relationships, and process optimization.
• Understand how to effectively map, document, and measure business processes.

Compliance & Regulation

• Should be aware of regulatory and legislative requirements that influence operations.

Communication & influencing

• Strong written and verbal communication skills, including preparing documents, delivering presentations, and engaging in discussions.
• Ability to communicate effectively across all levels of the organization.
• Active listening skills to ensure all perspectives are acknowledged and considered.
• Proven ability to build rapport and establish strong professional relationships.
• Understanding of behavioural patterns, emotional and rational motivators, social and transactional styles, as well as communication and influencing techniques.
• Skilled in using appropriate questioning and interview methods.
• Addresses issues constructively and proactively seeks solutions or improvements.

Change Management

• Maintains a positive and adaptable approach during high-pressure situations.
• Understands the broader vision while taking a practical approach to achieving goals.
• Develops and implements strategies to drive change while effectively managing challenges.
• Clearly communicates the rationale for change and builds strong business cases.
• Identifies and aligns management practices, systems, and operational structures to support and sustain change.
• Effectively promotes the benefits of change to gain buy-in from stakeholders.