Job Title: Verint Operations Manager (OM) / Workforce Optimization Consultant

Location:
Remote

Duration:
Contract / Project Support

Experience:
9 Years

Domain: Contact Center Operations / Workforce Management / Workforce Optimization

Required Experience

5+ years of hands-on experience with Verint Operations Manager (OM) and 3 to 4 years in Verint Workforce Management (WFM).

Strong experience in forecasting, scheduling, capacity planning, and workforce optimization.

Experience configuring real-time adherence, intraday management, shift bidding, and time-off management.

Hands-on experience with production measurement, operational modeling, and productivity analysis.

Experience creating and maintaining workforce KPIs, AHT, shrinkage, occupancy, and service-level metrics.

Experience supporting contact centers with 500+ agents.

Strong knowledge of workforce forecasting methodologies and staffing calculations.

Experience integrating Verint with Amazon Connect, Genesys, Five9, NICE CXone, or Salesforce.

Experience with workflow analysis and business process optimization.





Hands-on experience with Verint reports, dashboards, and workforce analytics.

Strong understanding of queue management, call routing, and agent productivity.

Experience with requirements gathering, solution design, testing, UAT, and production support.

Knowledge of SQL, Excel, Power BI, and data analysis tools.

Experience with REST APIs, SSO, and SAML integrations.

Ability to troubleshoot workforce and scheduling issues in production environments.

Experience working with Operations, IT, Data Engineering, and leadership teams.

Solid communication and stakeholder-management skills.

Experience working in Agile/Scrum environments.

Prior experience in government, healthcare, banking, or large enterprise contact centers is preferred.

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📌 Verint Operations Manager (India)
🏢 Asta Crs
📍 India