Analyst, BPO

At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.

Overview of Job Function:

The Analyst, BPO (Business Process Optimization), plays a crucial role in handling more complex and specialized tasks within the back-office operations, leveraging their experience to enhance process efficiency and accuracy. This mid-career position involves analyzing data trends, generating insightful reports, and providing actionable recommendations to optimize workflows. The Analyst also collaborates closely with cross-functional teams to address client needs and contributes to process improvement initiatives, ensuring high-quality service delivery.

Principal Duties and Essential Responsibilities:

• Build and deploy processes, training programs and define KPI’s.
• Serve as subject matter expert interfaced with various departments and vendors for systems configurations, customizations, and process enablement.
• Analyze complex data and share insights and recommendations for decision making.
• Drive continuous improvement including process automation and change management activities.
• Work closely with and establish strong working relationships across various groups including internal business units, external partners, vendors, finance, and IT.
• Develop and implement on-going training and communication programs with internal customer groups.
• Verify and cross-check information for consistency and correctness.
• Respond to basic client queries and escalate complex issues.
• Maintain organized records of completed tasks and reports.
• Assist senior team members with data collection and preliminary analysis.
• Ensure all activities comply with company policies and regulations.
• Maintain detailed logs of daily activities and completed tasks.
• Learn and apply industry standards and best practices.

Minimum Requirements:

• Bachelor’s degree in Business Administration, IT, or other related field or equivalent experience.
• 3+ years of experience in business transformation, or similar field like business process optimization, operational excellence, process improvement, lean management, six sigma, continuous improvement.
• Basic understanding of business process optimization workflows.
• Knowledge of common BPO (Business Process Optimization) software and tools.
• Familiarity with data entry and processing tasks.
• Understanding of data management systems.
• Ability to work in a high-volume, fast-paced environment.
• Proficiency in multitasking and handling repetitive tasks efficiently.
• Adaptability to shifting priorities and deadlines.
• Basic proficiency in Microsoft Office Suite, especially Excel and Word.
• Ability to learn and use company-specific software and applications.
• Strong attention to detail and accuracy.
• Effective communication skills, both verbal and written.
• Good organizational and time management skills.
•  Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations.

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