Verint WFO Process Analyst

Role Overview: As a Verint WFO Process Analyst, your primary role is to serve as a dedicated ambassador for Verint best practices within the organization. You will collaborate with the wider team to develop a thorough understanding of Verint products and methodologies. Key Responsibilities: - Serve as the primary point of contact for any technical or behavioral challenges related to Verint WFO - Train new users on Verint WFO - Ensure adherence to established processes and procedures - Manage escalated issues - Define and standardize process times - Uphold Verint WFO best practices - Conduct system setup and audits - Support further rollouts - Act as a Super User for the Verint WFO system - Oversee system configuration, process setup, change control, and access management - Provide effective support and training by collaborating with relevant teams and users - Proactively analyze key trends and provide recommendations to enhance customer experience and achieve business goals - Deliver individual and group training sessions on Verint WFO, including guidance on system upgrades - Conduct process analysis and work measurement for effective system setup for new team implementations and refine existing users as needed - Understand customer objectives, business structure, processes within operational teams, compliance requirements, and communication strategies - Adapt to change, effectively manage challenges, drive change strategies, and promote the benefits of change - Engage with stakeholders at all levels of the organization using communication skills, including written and verbal abilities, listening skills, and rapport-building skills - Demonstrate strong process analysis and design skills, compliance awareness, and change management capabilities to contribute to the success of Verint WFO implementations and optimizations within the organization.,