Product Manager Verint Workforce Management (WFM) USA (Hybrid)

Job Title: Product Manager Verint Workforce Management (WFM)

Location: USA (Hybrid)

Experience: 10+ Years

Duration: 12 months plus

Shift: US Central Time

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Job Summary

We are looking for an experienced Product Manager/Verint WFM Specialist with strong expertise in Verint Workforce Management and Contact Center Operations. The candidate will work with product, operations, and technical teams to define workforce management processes, forecasting, scheduling, and real-time operations for a contact center modernization program. This is a functional/product role, not a development role.

Mandatory Skills10+ years of experience in Workforce Management/Product Management

Hands-on experience with Verint Workforce Management (WFM)

Expertise in Forecasting, Scheduling, Intraday/Real-Time Management

Workforce Planning, Capacity Planning, Staffing & FTE Calculations

Service Levels, Shrinkage & Adherence Management

Experience in Contact Center/Customer Operations

Ability to gather business requirements and create user stories/acceptance criteria

Experience with WFM platform configuration and business rules

WFM platform migration or Contact Center Transformation experience

Strong analytical, stakeholder management, and communication skills

Experience working with reporting tools and spreadsheets

Banking/Financial Services domain experience

Familiarity with Omnichannel WFM (Voice, Chat & Digital)

Verint WFM Certification (Preferred)