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Workforce & Engagement Management (WEM) Consultant

Job Type Full time

Who we are and what we do

Business Systems is the UK’s largest and most well-established Enterprise Communications Solutions Provider covering Monitor & Compliance, Workforce Engagement Management and Cloud Communications.  We have built a strong reputation for delivering complex projects on time to a global customer base and have an impressive client list including The Bank of England, HSBC and Shell.  We’ve been established for over 30 years and have offices in Isleworth and the City of London. 

As well as delivering & maintaining best in class Enterprise Communications Solutions from Enterprise vendors we also develop our own Products on cloud and on-premise platforms.  As an independent provider, our technical capabilities are complemented with broad and extremely strong customer relationships meaning we are uniquely placed to provide our customers with the best fit solution for their business. 

Business Systems is large enough to have a strong reputation in Financial Services, Contact Centres and the Public Sector but is small enough that you will interact with Board members and senior management daily and have the opportunity to make a big impact. 

What we’re looking for

The WEM Consultant’s primary role will involve a mixture of presales and post-sales consultancy, primarily focussing on Quality Management and Interaction Analytics. The successful candidate will assist the Sales team in gathering customer requirements, providing customer demonstrations of the products to show the value of the solution, but will also carry out post-sales configuration, training and consultancy to our customers.

Although we are looking for Quality Management & Interaction Analytics experts, having WFM knowledge would be beneficial.

Looking for someone with the energy and the passion for supporting sales, not just energy and passion for workforce engagement management.

This role offers the opportunity to work in a fast-paced environment, which actively encourages teamwork, self-organisation and accountability.  It provides the freedom to play a key role in being instrumental in helping secure new business.

The Role

Key responsibilities: 

  • Working with Sales to recommend the most suitable commercial and technical solution in accordance with the customer’s requirements and Company’s product sets.
  • Working with Sales to prepare proposals in response to Tenders, RFIs/RFPs and customer requests.
  • Providing a technical consultancy service with a strong level of customer focus and engagement.
  • Delivering demonstrations and presentations to customers.
  • Supporting prospective customers with shaping requirements.
  • Supporting prospective customers with building business cases.
  • Working with WPO manager, marketing and others to stimulate interest and raise awareness of BSL and the products/services we provide.
  • Verifying and approving quotes/orders.
  • Assisting the customer in creating the rules and metrics that will be deployed to ensure their operations resource needs and business requirements are met, offering guidance and advice as needed. Running workshops with the customer as required.
  • Deliver end user training if required.
  • On site management of “go live” to ensure a successful deployment and carry out UAT (User Acceptance Testing) as required.
  • Prepare a handover for the technical services/support services function.
  • Undertake post-deployment best practice sessions to ensure the system is being used and assist the customer in gaining value from the solution.
  • Attend marketing events as required.
  • Verifying and approving quotes/orders
  • Promoting Business Systems UK Ltd through a high standard of work and building/strengthening customer relations.
  • Such other tasks may be necessary for support of the operations of the company and other staff members as identified by the line manager.

Who do we want to hear from?

If you are someone who has experience of implementing Quality Management / Interaction Analytics and/or you are an expert user of Quality Management / Interaction Analytics solutions, this could be the ideal position for you. We are looking for someone who can bringing expert level knowledge of Quality Management / Interaction Analytics to assist with the positioning and implementation of Quality Management / Interaction Analytics solutions.

Whether you are someone looking to step out of the contact centre, who is a subject matter expert in relation to the running of Quality Management / Interaction Analytics solutions, or you are an experienced Quality Management / Interaction Analytics presales / implementation consultant who wishes to be involved in the full sales and delivery cycle, we would love to hear from you.

In addition, candidates should have the following attributes, skills and experience:

  • Strong verbal and written communication skills with a creative style with the ability to articulate proposals to varying levels of individuals.
  • Ability to handle business level conversations, meetings or workshops to define how technology can be exploited in customer environments.
  • Excellent presentation skills.
  • Ability to be self-sufficient, proactive with minimal guidance required and be able to multi-task.
  • Good attention to detail to update the project management / case handling system so that time can be tracked against each project. Any project management experience would be a benefit.
  • Must have a “can do” attitude and be prepared to work flexible hours and travel (e.g., work on customer sites).
  • Self confidence – an in-depth belief in one’s own capabilities with strong interpersonal impact.
  • Ambitious with a strong desire and energy to learn and take on new challenges.
  • Positive and able to bring energy and passion to the role.
  • Full driving licence.

What’s in it for you?

To work for a medium-sized privately-owned company with a friendly and supportive culture where you can sense a genuine passion amongst employees to deliver great solutions and continue to grow the brand and offering a competitive salary and benefits:

  • Annual leave starting at 22 days, with incremental stages to increase to a maximum of 27 days (plus bank holidays).
  • Life insurance, Pension scheme with an Employer contribution of up 5%, private medical cover and childcare voucher scheme. 

What hours and where will you be based? 

Full time hours working 09:00 to 17:30, based from home with travel to customer sites and BSL offices as/when required.

If you are interested in applying for this position, please email our HR department at [email protected] with a cover letter and CV.