WEM and CX Consultant

WEM and CX Consultant

About Us:

Launched in July 2020, Kerv is a next-generation ‘customer-first, cloud-first’ provider, created to help customers achieve successful business outcomes in a new digital era.  We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.

One of those organisations is Kerv Experience who live and breathe customer engagement. Every day, we create and implement award-winning, omnichannel cloud-based solutions to help our customers deliver industry-leading customer experience. 

At Kerv Experience we know that implementing a new CX platform is a big deal - that comes with big challenges. That’s why our expert team is flexible.  We’re ready to help our customers every step of the way with a fully responsive, risk-free approach, that’s built around them.

We help our customers leverage the power of GenesysCloud alongside our own technology, such as CXTranslate. We are a Genesys Premier partner and are the current Genesys UK&I Partner of the Year.

About the Role:

Reporting to the Senior CX Consultant, we are seeking a skilled WEM (Workforce Engagement Management) and CX (Customer Experience) Consultant to help Kerv’s customers optimise their workforce operations and deliver exceptional customer experiences.

The ideal candidate will have experience in both workforce management systems and customer experience improvement strategies.

Key Responsibilities:

• WEM:
• Analyse current workforce management processes to identify areas for improvement and efficiency with Kerv customers and prospects
• Develop best practice and implement plans for Genesys WEM solutions to enable Kerv’s customers to make the most of the technology
• Develop and deliver training to customer teams on workforce planning, scheduling, forecasting and adherence monitoring
• Help Kerv’s customers monitor and optimise real-time workforce performance using analytical tools
• Support Kerv’s customers across the range of Genesys CX and EX capability including WFM, gamification, coaching, quality management, speech and text analytics
• CX Optimisation:

o   Evaluate existing customer experience journeys, identifying pain points and opportunities for improvement.

o   Collaborate with customer stakeholders to design and implement customer experience enhancements across traditional (voice and email) and digital touchpoints

o   Support Kerv’s customers to leverage analytics and feedback to continuously refine the customer experience strategy.

o   Advise Kerv’s customers on the deployment of AI, automation, and self-service solutions to enhance customer experience while maintaining operational efficiency.

 

Working within the Kerv Experience consultancy team, this role will complement the solution consultant team, customer success team and sales team, in helping shape WEM strategies for Kerv’s prospects and customers.  In addition to this, the ability to support Kerv’s wider CX and digital consultancy offering would be of great benefit.  Activities within the role would include, but not be limited to:

 

·       Supporting customers and prospects on all WEM presale activities

·       Documentation writing, including consultancy reports, SoWs & bid responses

·       Genesys WEM capability demonstrations

·       Internal knowledge transfer between Kerv teams

·       Supporting WEM and CX proposition development

·       Representing Kerv at presentations and events

 

We are looking for applicants with the following skills and attributes:

Experience:

·       3-5 years of experience in WEM, workforce management, or customer experience roles. Both planning and consulting experience is preferred.

Technical Skills:

·       Proficiency with Genesys Cloud CX

·       Understanding of alternative WEM platforms such as NICE, Verint, Calabrio or equivalent.

·       Strong understanding of CX management tools and best practices.

·       Experience with contact centre operations and planning practices.

Soft Skills:

·       Friendly and professional communication and presentation skills.

·       Strong problem-solving and critical-thinking abilities.

·       Ability to work independently and manage multiple projects simultaneously.

·       Strong interpersonal skills to collaborate with cross-functional teams.

·       Customer focus

·       Enthusiasm

You will live the Kerv values …

 

·       Team Is Everything

·       Think Customer-first

·       Build Future

·       Spread Good Vibes

·       Do The Right Thing

 

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

 

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Last updated on Oct 22, 2024