Associate Product Manager, Workforce Management – Verint

This is a fully remote position, open to applicants in India.

📋 Description

• Assist the Product Manager in the implementation of the Workforce Management product roadmap.

• Collect business requirements and convert them into user stories and product features.

• Aid in prioritizing the product backlog and support Agile practices, including sprint planning, backlog refinement, and user acceptance testing.

• Facilitate delivery activities for platform enhancements, upgrades, and new functionalities.

• Evaluate workforce management processes and pinpoint opportunities for improving forecasting, scheduling, staffing, and operational efficiency.

• Track product performance through KPIs and customer feedback to suggest enhancements.

• Support testing, implementation, release management, and the adoption of new capabilities.

• Develop process documentation, training materials, and communications for product launches.

• Collaborate with vendors and internal teams to resolve issues and foster continuous platform improvements.

• Identify potential for automation and process optimization.

• Work closely with Product Management, Operations, Technology, Analytics, and business stakeholders.

⛳️ Requirements

• Bachelor's degree in Business, Information Systems, Operations, Engineering, or a related field, or equivalent experience.

• 2–4 years of experience in Product Management, Project Management, Workforce Management, Contact Center Operations, Business Analysis, or a related field.

• Proficiency in Agile methodologies, including writing user stories and engaging in backlog refinement and sprint planning.

• Strong analytical and problem-solving abilities.

• Experience in gathering business requirements and working with cross-functional teams.

• Excellent communication and organizational skills.

• Capacity to manage multiple priorities effectively.

• Proficient in Microsoft Excel and PowerPoint.

• Familiarity with Jira, Azure DevOps, or similar Agile tools.

• Experience with enterprise software implementations or operational platforms is advantageous.

• Knowledge of Verint Workforce Management or other workforce optimization platforms is preferred but not mandatory.

• Background in supporting contact center operations or workforce management functions.

• Understanding of forecasting, scheduling, capacity planning, or intraday management.

• Familiarity with Verint, NICE, Nexidia, Calabrio, Genesys, or similar workforce optimization platforms.

• Experience in supporting software implementation, configuration, or enhancement projects.

• Knowledge of Power BI, Tableau, or SQL.

• Ability to quickly learn new technologies and work collaboratively in a dynamic, cross-functional environment.

🏝️ Benefits

• Health insurance.

• Language courses.

• Relocation program.

• Remote work flexibility / Work From Anywhere Culture.

• Professional development opportunities.

• Certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Engaging projects for leading global clients.

• Inclusive and supportive work environment.

• Open communication.

• Regular team-building social events.

• Commitment to sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.