WFM Product Manager (Verint)
Core
Support the execution and continuous improvement of Workforce Management products and platforms to deliver exceptional service experiences across customer care, finance, travel, and lifestyle services.
Role type
Product Manager (Workforce Management)
Builds
Workforce Management platforms and features for global clients in customer care, finance, travel, and operational support.
Domain
Workforce Management / Contact Center Operations
Deliverable
product features
Required skills
Workforce Management concepts, Agile methodologies, business requirements gathering, cross-functional collaboration, process documentation, vendor partnership, KPI monitoring, forecasting, scheduling, capacity planning, intraday management
Preferred skills
Experience with Verint, NICE, Nexidia, Calabrio, Genesys, Power BI, Tableau, SQL
Technologies
Jira, Azure DevOps, Microsoft Excel, PowerPoint
Responsibilities
Support product roadmap execution, partner with stakeholders to translate requirements into user stories, prioritize backlog and support Agile ceremonies, coordinate delivery of platform enhancements, analyze processes to improve efficiency, monitor product performance via KPIs, assist with testing and release management, create training materials, troubleshoot issues with vendors, identify automation opportunities
Seniority
Mid-level, hands-on IC