BPO Operations Manager

at Verint Systems, Inc. in Dover, Delaware, United States

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 .

Overview:

The BPO (Business Process Optimization) Operations Manager will be responsible for leading key programs, projects, and activities within the Global Operations organization which includes Facilities, Procurement, Business & Data Optimization and Operations. This role will develop standard operating procedures incorporating best practices aligned to business requirements and company strategy. This role will also use the analysis of data to make process and change management improvements.

Principal Duties and Essential Responsibilities:

+ Build and deploy processes, training programs and define KPI’s.

+ Serve as subject matter expert interfaced with IT 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.

+ Oversee the Facilities vendor management program.

+ Develop and implement on-going training and communication programs with internal customer groups.

+ Perform additional duties and projects as assigned.

Minimum Requirements:

+ Bachelor’s degree in a related field or the equivalent work experience.

+ A minimum of 6 years of business operations experience.

+ Strong MS Office and BI tools reporting.

+ Strong analytical experience with the ability to interpret information from various sources.

+ Strong process improvement and change management experience.

+ Experience creating training programs to elevate the skillset of the team.

+ Highly proactive, flexible, organized, and excellent time management skills.

+ Ability to handle multiple tasks, activities, and intense workloads with short timeframes and unplanned requests.

+ Ability to work independently with a strong attention to detail, and a thorough, quality of work output.

+ Travel requirements at least once a year domestic or international for global planning sessions.

+ This role is US remote but must be able to work in EST .

+ 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.

Preferred Requirements:

+ Prior experience implementing process related tools and systems.

+ Prior experience with a leading technology and/or manufacturing company.

+ Experience in Off-shore activity management.

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Verint Systems Inc. is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment, based on one’s race (including but not limited to natural hair, hair texture, hair type and protective hairstyles), color, religion, national origin, or sex, pregnancy (including childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), sex stereotyping, (including assumptions about a person’s behavior or appearance, gender roles, gender identity, gender expression including gender dysphoria, or transgender status), disability, alienage or citizenship or immigration status, marital status, creed, genetic information, predisposition or carrier status, sexual orientation, military or Veteran status, political affiliation, familial status, caregiver status, status as a victim of domestic violence, unemployment status, natural hairstyles, sexual and other reproductive health decision-making, or any other classification or characteristic protected by applicable federal, state or local laws (collectively, “Protected Characteristics”), will not be tolerated. 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.

For US Applicants

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