Business Analyst (Maternity Leave Replacement)

Job Description

Are you looking for a place to grow, with boundless possibilities to develop a diverse career?

If you shouted “YES!”, Let’s Talk!

Let’s Talk about us:

Verint has one of the broadest portfolios of customer engagement solutions available today.

Verint Israel site in Herzliya is part of a successful global organization. Our teams move fast in a flexible hybrid model, and utilize cutting-edge technology such as AI, Machine Learning, NLP, and Speech & Text Analytics to improve customers’ lives and save time and energy for millions globally.

Let’s Talk about the Role:

Working closely with stakeholders to understand corporate goals. Then advising and training them on how to achieve these goals using our applications.

From the Voice of the Customer perspective, analyzing call triggers, identifying potential operational problems, and working closely with the business to help close these gaps efficiently.

Let’s Talk about you:

The core responsibilities for this role include:

• Business acumen and strategic understanding of the data sources and confidently deliver their interpretation and recommendations for improvement to stakeholders.
• Analyzing and recommending employees / agents improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of the customer and professional workforce.
• Managing and conducting all phases of in-depth analysis: compilation, validation, analysis, and presentation to business leadership at their premises.
• Responsible for maximizing the utilization and capabilities of the Verint VOC Solution to drive meaningful intelligence, actionable insights and quantifiable improvement into the business though creation of use cases to include the following: building of categories, reports and dashboards for consumption of business leaders.
• Bias for action and a driver for results. Self-starter who looks for opportunities to connect and partner across Customer Care and drive improvement.
  
  

• 1+ years experience in customer facing roles/experience in training (preferably background in training of complex systems / solutions)
• 1+ years of experience in a research or analytical role,
• A strong team player who is enthusiastic, a positive thinker and detail oriented. Able to produce quality deliverables in a fast-paced environment.
• Fantastic written and verbal communication skills in English and Hebrew, with the ability to present complex ideas in a clear concise fashion to technical, managerial, and business audiences.
• Has the ability to tell stories while based on data.
• Has the ability to instills confidence in recommendations, motivating others to act upon them.
• Ability to manage multiple projects simultaneously to meet business objectives and key deadlines.
  
  

• Experience with Contact Center an advantage.
• Experience with statistics/analytics and database experience (SQL, Tableau, Power BI etc. )