The Job

Track Manager - Verint Customer Engagement

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Verksamhetsanalys · Dataanalys

Gå med för uppdateringar

I korthet

This role is responsible for driving operational excellence in large-scale Verint environments, ensuring seamless support delivery and continuous service improvement. The position empowers teams by leveraging advanced collaboration and Verint platform expertise, focusing on optimizing business processes, meeting client SLAs, and fostering a culture of innovation and accountability.

Ansvarsområden

  • Lead operations management using Verint Workforce Management and Analytics to optimize business processes, drive continuous improvement, and ensure efficient information flow across support functions.
  • Utilize advanced Verint Collaboration features for transparent communication of project goals and to empower team members in large-scale support environments.
  • Analyze client requirements using Verint Reporting and Analytics tools to ensure support teams consistently meet and exceed client SLAs and expectations.
  • Mentor and guide project teams in the effective use of Verint solutions, fostering innovation and implementing best practices for process development.
  • Identify opportunities for operational innovation by evaluating Verint system capabilities and integrating new features or process enhancements to support organizational progress.
  • Provide expert-level solutions to complex customer needs using Verint tools, ensuring outcomes align with business objectives and operational parameters.

Krav

  • Excellent ability to lead, mentor, and empower support teams within complex project environments.
  • Advanced skills in business process optimization and continuous improvement using Verint solutions.
  • Solid understanding of client service management, SLA adherence, and Verint-based reporting.
  • Strong problem-solving skills with a focus on innovation and operational excellence.

Önskade kvalifikationer

  • Verint Certified Professional (VCP) – Workforce Management or equivalent (optional but valuable).
  • ITIL Foundation Certification (optional but valuable).

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and your spark at a company that puts its people first.
  • Work with a global technology leader with a presence in 60 countries and over 223,000 employees.
  • Access to industry-leading capabilities in digital, engineering, cloud, and AI.
  • Opportunity to work with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.
#Verint#Customer Engagement#Track Manager#Operations Management#Service Improvement#SLAs#Workforce Management#Analytics#Reporting#ITIL#Noida
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Noida, India

Sökande

Ansök tidigt