91 Verint Jobs - Page 2

Key Responsibilities:1. Real-Time Monitoring: Monitor agent activity, including adherence to schedules, real-time performance metrics, and service levels. Track and analyze queue metrics (e.g., call/chat volume, average handle time) and forecast deviations. Identify and escalate service-impacting issues promptly (e.g., high call volumes, agent absenteeism).2. Intraday Management: Adjust staffing levels and schedules in real time based on forecast deviations, absenteeism, or unexpected surges in demand. Proactively manage breaks, lunches, meetings, and training sessions to balance productivity with agent well-being. Manage intraday performance reports and communicate findings to relevant teams (operations, team leaders, etc.).3. Communication: Coordinate with team leaders and supervisors to ensure proper staffing across different queues. Provide real-time updates on service levels, agent adherence, and performance to leadership and operations teams. Communicate workforce adjustments or intraday changes to the team effectively.4. Reporting and Data Analysis: Generate and maintain reports on real-time performance, including service levels, agent occupancy, and adherence. Analyze real-time data to recommend immediate actions or long-term improvements to workforce planning. Prepare post-day reports summarizing daily performance, highlighting areas for improvement.5. Service Level Optimization: Adjust workforce allocations, overtime, or skill routing in real time to meet performance objectives. Recommend operational changes to maintain optimal service levels during peak times or low demand.6. Tool Management: Utilize workforce management tools/software (such as IEX, Verint, or NICE) to track and manage real-time data and performance. Ensure data integrity and accuracy within WFM tools. Qualifications Experience in workforce management, particularly in real-time monitoring or resource planning, is preferred. Strong understanding of contact center metrics (service levels, adherence, occupancy). Proficiency in WFM tools and software (e.g., IEX, Verint, NICE). Excellent communication and collaboration skills, with the ability to work in a fast-paced environment. Strong analytical and problem-solving skills to quickly assess situations and make data-driven decisions. Flexibility to adapt to changes in business needs and volume fluctuations

locationsMumbai, Maharashtraposted onPosted 21 Days Ago job requisition idR0000288450 Career Area: Product Support About The Role : Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you'rejoining a global team who cares not just about the work we do but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don'tjust talk about progress and innovation here we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Take your next career step at Solar Turbines with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. Solar Turbines is currently looking for a Field Service Engineer/ Representative (FSR) in our India office. This FSR position serves as a company technical and administrative representative and deals with customer service assignment including on-site preventive maintenance and inspection service work, call-out services and commissioning activities on Solar gas turbine packages. The FSR will report directly to the Field Services Supervisor (FSS). They must have basic knowledge of methods and experience in the maintenance of all Solar product lines. Principle Accountabilities Understand and comply with Solar and customer HSSE policies and procedures. Participates by attending general safety and toolbox safety meetings and toolbox safety meetings and completing all required safety trainings. Ensure customer expectations are met or exceeded. Ensure all maintenance activities are carried out in accordance with company policy, manufacture's recommendations, and good practices. Must have basic knowledge of methods and experience in the maintenance of various equipment associated with primary and utility equipment. Must be able to proactively recognize electrical/mechanical abnormalities and potential safety problems and take appropriate action to prevent a serious safety hazard from developing and causing damage to equipment. Ensure that necessary parts are available and submit materials requisitions when required. Accurately report and update all equipment histories to effectively forecast equipment utilization and efficiency. Coordinate any changes necessary to ensure operations are efficient and minimal downtime is required. Ensure effective communication and reporting to immediate supervision and if applicable, customer representatives. Will utilize sound judgment when analyzing problems. Solve problems with little or no supervision in a timely and cost-effective manner. Will be aware of procedures and options for identifying sources of information and technical advice. Will have sufficient product knowledge to repair and adjust minor mechanical/electrical components/systems and will be capable of reading applicable drawings and technical manuals. Work individually or with assigned FSRs on the preventive/corrective maintenance. Will be required to assist in a technical manner with the operations and maintenance crew in any area if the workload exceeds the number of personnel available. Monitor maintenance services or installation support to ensure they are carried out in line with Solar Engineering specifications, manufacturing recommendations and in a safe manner in accordance with the HSSE policies and procedures. We are looking for candidates who have the following Degree in Electrical Engineering, with 3 to 15 years experience in a related industry. Preferably technically strong in Instrumentation, Controls and Electrical aspects and open to handle mechanical work scope. Ability to work independently and adapt fast. Experience in an offshore work environment is desirable. Must be willing to be based in Mumbai and travel >75% for work. Relocation is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer. Posting Dates: April 23, 2025 - June 29, 2025 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our .

Candidate should have 2+ yrs of experience in Planning and scheduling in a BPO Qualification - Graduate Shift - Rotational Shifts Work Location - Bangalore / Hyderabad Immediate Joiners OR Max 1 month notice period candidates can apply Required Candidate profile Call HR Manager Reejo @ 9886360719 for more details.

Send your updated resume to Khushi@wissenpro.com Looking for a role in WFM Capacity Planning & Scheduling? Apply now and be part of our expert team! Role: Workforce Management (WFM) & Capacity Planning & Scheduling Professionals Working Days: 5 days/week Shifts: 24/7 or Rotational (Mostly Morning) Transport: One-way cab (role-dependent) Job Summary: We are seeking experienced professionals in Workforce Management (WFM), Real-Time Analytics (RTA), Forecasting, Capacity Planning, and Dialer Operations to join our team. Candidates will be responsible for scheduling, monitoring, forecasting, and optimizing workforce operations across various platforms like Avaya, Genesys, Cisco, Aspect, Verint, IEX , and data analytics tools like Python and R-Studio . Key Responsibilities: Real-Time & Intraday Management: Monitor and manage workforce operations to ensure optimal staffing levels and adherence to SLAs. Capacity Planning & Forecasting: Analyze historical data to forecast call volume, workforce needs, and business demands. Scheduling & Optimization: Create and manage agent schedules using WFM tools like IEX, Verint, Aspect, or Genesys Dialer . Performance Analysis: Generate reports, track KPIs, and provide insights to improve operational efficiency. Data Analytics & Automation: Utilize Python, R-Studio, and Advanced Excel to build forecasting models and automation. Process Improvement: Identify and implement strategies to enhance workforce planning and real-time monitoring. Key Skills & Qualifications: Experience: 1-4+ years in WFM, RTA, Forecasting, or Dialer Operations Technical Skills: CMS Avaya, Genesys, Cisco, Aspect, Verint, IEX, Advanced Excel Data Analytics: Forecasting techniques, R-Studio, Python (for data modeling) Workforce Planning: Scheduling, capacity planning, real-time tracking Problem-Solving: Strong analytical and decision-making skills Communication: Ability to work with multiple stakeholders and cross-functional teams Why Join Us? Competitive Salary Packages Growth Opportunities in Workforce Management & Analytics Exposure to Cutting-Edge WFM & Analytics Tools A Collaborative & Dynamic Work Environment

Business Consultants work with Verint Customer Analytics prospects, customers and our internal teams t drive maximum business impact via Verint Speech & Text Analytics software and practices. Through close work with sales teams and our clients, Business Consulting professionals identify business value creation opportunities, devise programs tdrive improvement, and hold primary responsibility for delivery of these programs. With a significant portion of this work performed on-site, you will work in an exciting, cross-functional environment: with the Verint Sales Team taccelerate sales cycles, alongside the Verint services teams tincrease the impact of our implementations, and harvest best practices and shape future versions of the Verint Customer Analytics products. Specialist knowledge of more than one of the following domains; Workforce Optimization; Speech Analytics, Text Analytics, Big Data Analytics, Quality Management, Process Automation and Feedback Management; and from select Industries: Financial Services, Telecommunications, Utilities, Retail or Healthcare, coupled with strong analytical skills. Expertise preferred in Operations functions (e.g., contact centers, back-office processes, value engineering) 7-10 years relevant work experience. 2-3 years in a business analysis or consulting role. PROFESSIONAL SKILL REQUIREMENTS: Strong leadership and strategic thinking: deliver clear, prescriptive consulting, manage tough audiences and scale from project level texecutive level well. Strong presence and presentation skills: demonstrate a persuasive ability talign audiences -- from project team, front line client employees, tsenior executive sponsors and stakeholders. Ability tplan and organize projects. Proven ability twork creatively and analytically in a structured problem-solving environment. Excellent communication (written and oral) and interpersonal skills. Good judgment with the ability tmake timely and sound decisions. Ability twork independently and as a member of various teams. Versatility, flexibility, and a willingness twork within constantly changing priorities with enthusiasm. Acute attention tdetails. LOCATION / TRAVEL: Position will be based in New Delhi / Bengaluru. This role will require 50% + travel, depending on home office location, client project locations, and project schedules. DUTIES AND RESPONSIBILITIES: Pre-Sales and During Implementation Work with key stakeholders tunderstand their objectives, and the challenges and issues facing their business, and translate these intrecommendations and solutions supported by sound financial analysis and business case development. Work in close partnership with the Verint Sales and Pre-Sales Teams tidentify opportunities, and communicate product and solution capabilities, relevance and value, thelp shape deals. Guide client teams through problem definition, issue identification and work plan development using structured problem solving principles and past experience. Lead business discovery and design consulting engagements tbuild a shared vision and operating model for the successful delivery of multi-product solutions based on customer value and success criteria. Work in close partnership with the Verint Professional Services group, using a holistic approach tthe deployment of Verint software that guides both Implementation Services and leads Project Success and Business Consulting Services. Work with the Professional Services teams, tdesign and lead business requirements definition, business and process change, guided analytics, and business change and readiness work streams, tdeliver the most successful solutions and accelerate time tvalue. Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, provide recommendations and take ownership of actions. Create Success Action Plans specific tindividual accounts designed tdrive improvement. Post-Implementation Lead the delivery of Client Success Action Plans and periodic follow-up engagements. Monitor achievement of defined client strategic, financial and operational benefits, ensuring planned business outcomes are achieved and helping tadjust programs if necessary, through remediation programs you deliver. Closely monitor adoption rates of assigned accounts; provide keen insight intexactly how customers are using our service, the pros and cons, anything we can dtimprove their ROI on the service. Gather and create best practices for implementing and using Verint Speech Analytics tbe disseminated tcustomers via content, conversations and presentations. Builds and maintains effective relationships at senior client management (GM, VP, Exec GM, etc.) level. stablishes him/herself as a trusted adviser. Develops, prepares and presents proposals and with Account Executives. Leads development of client needs based product demonstration across the entire Verint Customer Analytics suite. Displays and can communicate broad knowledge of all Verint Solutions applicable tclient needs. Leads the development of written material and presentations -- leads presentations as required. Leads overall analysis, problem solving and design for the project. Based on domain knowledge and customer learning, continuously develop and enhance repeatable success models that can be prescribed tthe customers. Develop community best practice sharing programs treach out ta wider customer base and promote learning within the customer base, and shape next practices for industry thought leadership.

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reports You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Strong technical documentation , arithmetic , analytical, problem solving and presentation skills. Proven experience consulting with all levels of management, peers, and teams.Proven leadership skills in coaching, mentoring and training WFM teams.Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.Develop programs/modules/projects or other initiatives for WFM Team's development and efficiencyServe as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement.Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.Proficient in Verint Tool Roles and Responsibilities: Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time managementThis position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span Qualifications Any Graduation

The Strategy & Consulting Global Network SONG Practice | Genesys Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice:SONG I Areas of Work:Genesys- Solution Consulting and Pre-Sales | Level:Analyst/ Consultant | Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:2-6 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting's Customer, Sales & Service practice. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms Qualifications Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools. What's in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything-from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

J ob Title: Scheduling Analyst Location: Hyderabad Department: Workforce Management / Operations Employment Type: Full-time Reports To: WFM Manager / Operations Head Job Summary: We are seeking a detail-oriented and analytical Scheduling Analyst to join our Workforce Management team. The ideal candidate will be responsible for creating, maintaining, and optimizing staff schedules to ensure adequate coverage and achieve business goals. This role plays a key part in supporting operational efficiency and maintaining service level agreements (SLAs). Key Responsibilities: Develop and maintain effective agent schedules to meet forecasted workload and SLA targets. Monitor real-time attendance and adherence, recommending adjustments as needed. Analyze historical data to support long-term and short-term staffing strategies. Collaborate with WFM, Operations, and HR teams to ensure smooth scheduling processes. Support shift bidding, vacation planning, and schedule change processes. Generate daily, weekly, and monthly reports related to staffing, utilization, and shrinkage. Use WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys) to manage schedule assignments. Identify and recommend areas for process and efficiency improvements. Qualifications: Bachelor's degree in Business, Mathematics, or a related field (preferred). 1-3 years of experience in a scheduling or workforce analyst role. Proficiency in WFM tools (e.g., NICE IEX, Verint, or similar platforms). Strong analytical and problem-solving skills. Excellent communication and collaboration abilities. Ability to work in a fast-paced, dynamic environment. Intermediate to advanced skills in Microsoft Excel. Preferred Skills: Experience in a contact center or BPO environment. Understanding of scheduling practices and workforce planning strategies. Knowledge of real-time management and intraday scheduling adjustments. Let me know if you'd like a version for a junior/entry-level role or to include shift details, remote/hybrid options, etc.

QA Required Excellent Communication with Analytical Skills Min 1 Year exp as Quality Analyst role in an International BPO Salary up-to 4.5 LPA Shift-:24*7 Immediate Joiners Only Location-:Gurgaon Call@9205503253 / 9953262467 Required Candidate profile Exp on QC Tools is mandatory Should be well versed with Reporting and coaching Exp of CSAT Scrubbing or RCA Projects Exp should be in International BPO Cabs during Odd hours Graduation Mandatory

Preferred candidate profile Extensive experience in Capacity Planning and Forecasting Strong in leadership role on a global set up Experience in working in WFM and/or in the BPO/Contact Centre Industry: A solid understanding of applicable performance metrics and data is necessary Working knowledge and technical understanding of WFM principles and calculations: This includes capacity planning, forecasting, and scheduling Excellent oral and communication Should be having team handling on papers US night shifts Package upto 14 LPA For more details, contact on below Chhavi Bhatt 8955611211 Chhavi.bhatt@manningconsulting.in

5+ years of Implementation & Support exp. of Verint Call Recording. Exp. in Integrate & troubleshoot Verint to record calls with Cisco CUCM, Cisco UCCE/PCCE & Avaya. Verint WFO Installation and Support Provide L2/L3 support for Verint WFO, WFM etc.

locationsMumbai, Turbhe MiDC RoadPune - EastBangalore Fortune SummitPune - WestHyderabadView All 9 Locations time typeFull time posted onPosted 25 Days Ago job requisition idJR-0011451 DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners. Location - Bengaluru,Hyderabad,Mumbai,Pune

Job Summary We are seeking a highly skilled and experienced Senior Voice Engineer to join our team, specializing in the design, implementation, and Tier-3 support of enterprise voice and collaboration systems. The ideal candidate will have deep expertise in Microsoft Teams, AWS Connect, Ribbon SBC Edge devices, Cisco Unified Communications Manager (CUCM), and Zoom Phone . Additionally, hands-on experience troubleshooting the Verba call-recording platform is crucial. You will play a key role in ensuring the reliability, security, and performance of voice communication systems. Key Responsibilities Voice Infrastructure Management Support Manage the Voice Estate , ensuring optimal performance and availability of voice collaboration platforms. Provide Tier-3 support for complex voice communication issues. Troubleshoot Verba recording, playback, and storage issues. Configure, troubleshoot, and maintain Microsoft Teams Direct Routing and voice integrations. Support and troubleshoot cloud-based call center platforms such as AWS Connect . Implement and maintain voice network security best practices to ensure system integrity. Participate in on-call rotations and weekend support as needed. Troubleshooting Maintenance Resolve complex voice quality issues (jitter, latency, packet loss) using tools like Wireshark, SolarWinds . Perform firmware upgrades and patching of VoIP devices. Configure and optimize Ribbon SBC configurations. Create and maintain detailed documentation of voice system configurations and procedures. Collaboration Support Configure voice systems, including Microsoft Teams Direct Routing, Ribbon SBC, and Verba recording . Integrate and support cloud contact center (CC) platforms such as AWS Connect and Microsoft Teams . Design SIP trunking solutions, QoS policies, and disaster recovery plans . Work closely with network, security, and DevOps teams to ensure end-to-end voice service reliability . Mentor junior engineers and provide technical guidance. Documentation Compliance Maintain network diagrams, SOPs, and configuration guides . Ensure compliance with security standards (GDPR, HIPAA) for voice traffic and call recordings. Qualifications Experience Required Minimum of 12 years experience as a Unified Communications Engineer in a large enterprise or global MNC environment . Hands-on experience in support and implementation of collaboration technologies . Strong experience in managing Verba Voice recording platforms . Expertise in managing Session Border Controllers (SBCs) such as Ribbon . Experience working with Cisco Call Manager and Microsoft PowerShell . Deep understanding of Microsoft Teams voice design and enterprise telephony integration . Strong understanding of unified communications platforms and their integration with Verba/Verint . Proficiency in network probes and packet capture analysis for troubleshooting. Strong analytical, troubleshooting, and problem-solving skills. Ability to work in a fast-paced, global team environment and collaborate effectively with cross-functional teams . Flexibility to support after-hours work, weekend activities, and on-call rotation when required. Preferred Certifications (Optional but Beneficial) Microsoft Teams Voice Engineer Associate (MS-700/720) Cisco Certified Network Associate (CCNA) - Collaboration Cisco Certified Network Professional (CCNP) Microsoft Teams Administrator Certifications Ribbon SBC Professional Certification ITIL Certification (Preferred)

Job Title: Lead – Workforce Management (WFM) Industry: International BPO We are seeking an experienced Team Lead – Workforce Management (WFM) to oversee forecasting, scheduling, and real-time monitoring for our international BPO operations. Required Candidate profile Min 1 Year as TL in an International BPO Expertise in WFM forecasting, scheduling, RTM Proficiency in WFM tools such as Verint, NICE, IEX, or similar.

Dear, Greetings from Naukri.com!! Your profile is suitable for an opening with our client Empower Retirement (formerly Great West Global ) for Workforce Analyst role Overview: Built on a foundation of trust, integrity and promise, we proudly serve over 71,000 outstanding organizations and more than 17 million individuals. We take great pride in helping people with saving, investing and advice, while providing them with the tools and resources they need to help reach their financial goals. Were continuing to grow and innovate — every day. Our mission is to empower financial freedom for all. That mission starts by delivering advice, personalized guidance and critical support. We strive to meet the unique needs of everyone we serve and embrace the opportunity to inspire them along their journey. Website Link https://www.empower.com Please find the below details: ? Organization: Empower Retirement (formerly Great West Global ) ? Profile: Workforce Analyst ? Experience: 1+ Year ? Job Location: Bangalore ? Skillset: Workforce Management, Real time analysis Please Note: If the above does not match your profile, kindly ignore the mail

Email your resume to: Khushi@wissenpro.com Looking for a role in Workforce Management & Forecasting? Apply now and be part of our expert team! Role: Workforce Management (WFM) & Forecasting Professionals Working Days: 5-6 days/week Shifts: 24/7 or Rotational (Mostly Morning) Transport: One-way cab (role-dependent) Job Summary: We are seeking experienced professionals in Workforce Management (WFM), Real-Time Analytics (RTA), Forecasting, Capacity Planning, and Dialer Operations to join our team. Candidates will be responsible for scheduling, monitoring, forecasting, and optimizing workforce operations across various platforms like Avaya, Genesys, Cisco, Aspect, Verint, IEX , and data analytics tools like Python and R-Studio . Key Responsibilities: Real-Time & Intraday Management: Monitor and manage workforce operations to ensure optimal staffing levels and adherence to SLAs. Capacity Planning & Forecasting: Analyze historical data to forecast call volume, workforce needs, and business demands. Scheduling & Optimization: Create and manage agent schedules using WFM tools like IEX, Verint, Aspect, or Genesys Dialer . Performance Analysis: Generate reports, track KPIs, and provide insights to improve operational efficiency. Data Analytics & Automation: Utilize Python, R-Studio, and Advanced Excel to build forecasting models and automation. Process Improvement: Identify and implement strategies to enhance workforce planning and real-time monitoring. Key Skills & Qualifications: Experience: 1-4+ years in WFM, RTA, Forecasting, or Dialer Operations Technical Skills: CMS Avaya, Genesys, Cisco, Aspect, Verint, IEX, Advanced Excel Data Analytics: Forecasting techniques, R-Studio, Python (for data modeling) Workforce Planning: Scheduling, capacity planning, real-time tracking Problem-Solving: Strong analytical and decision-making skills Communication: Ability to work with multiple stakeholders and cross-functional teams Why Join Us? Competitive Salary Packages Growth Opportunities in Workforce Management & Analytics Exposure to Cutting-Edge WFM & Analytics Tools A Collaborative & Dynamic Work Environment

We are seeking a skilled and detail-oriented Real-Time Analyst to join our dynamic contact center team. The Real-Time Analyst will play a crucial role in ensuring the efficient and effective operation of our contact center by monitoring and managing real-time activities, and providing timely insights to drive performance improvements. The ideal candidate should have a strong analytical mindset, excellent communication skills, and a deep understanding of contact center operations. The WFM Real- Time Analyst should possess relevant real time management experience with a range of communication channels and platforms, such as phone calls, chat, email, back-office tasks, social media, and more. Reporting to : Real Time Supervisor / Workforce Manager Key Responsibilities: Monitor real-time contact center performance metrics, including call volume, queue times, agent availability, and service level. Make adjustments to agent schedules and assignments to address changing call volume and staffing requirements. Collaborate closely with Operations to ensure optimal staffing levels and schedule adherence. Generate and distribute real-time performance reports, highlighting trends, anomalies, and opportunities for improvement. Identify and communicate potential bottlenecks or issues that could impact service delivery or customer experience. Assist in the development and implementation of strategies to improve contact center efficiency and performance. Utilize workforce management software and other tools to track, analyze, and report on key performance indicators. Participate in meetings and discussions related to forecasting, scheduling, and regards to near term contact center strategies. Stay up-to-date with industry trends and best practices in contact center operations. Qualifications: Bachelors degree / 12+3 years of formal education. Proven experience 3+years working within a contact center environment. Minimum 1 year should be for a real-time analyst role. Skills: Proficiency in using workforce management software (NICE IEX / Verint / Aspect) and other relevant tools (Avaya / Genesys / InContact /Five9). Strong analytical skills with the ability to interpret data and make real-time decisions. Excellent communication skills to effectively liaise with different teams and levels of the organization. Detail-oriented and able to multitask in a fast-paced, dynamic environment. Knowledge of contact center metrics and performance indicators. Ability to remain calm under pressure and make quick decisions to maintain service levels. Flexibility in working shifts, including evenings, weekends, and holidays. Problem-solving attitude and a proactive approach to addressing challenges.

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. Ability to communicate with all levels of internal management, analysts and stakeholders (Operations and clients) on a+D27 professional level. Ability to conduct a full root cause analysis on operational performance with the ability to turn findings into a robust improvement plan.Manage variability of intraday management in the processes effectively. Proficient in Verint WFM tool Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Ability to work with minimal supervision and support Operational requirements and objectives.Ability to adapt to workload and multitask with attention to detail in a dynamic environment.Proficient in Verint WFM tool Roles and Responsibilities: Review, validate and ensure timely delivery and accuracy of reports prepared by Intraday Analysts as well as from other WFM disciplines (Forecasting, Capacity Planning, Scheduling and Reporting). Responsible for developing and ensuring integrity and consistency of set WFM processes/procedures applicable to the accounts being handled. Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.Ability to extract, manipulate and present data from WFM application /manual platform. Ability to maximize benefits from WFM application by utilizing the full functionality. Manage internal and external audit with processes and controls in place. Conduct monthly coaching and performance feedback to their direct reports You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.Responsible for driving proper managing of volume and staffing to ensure optimal performance through continuous interaction with stakeholders with the intent of achieving target metrics and contractual objectives.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Strong technical documentation , arithmetic , analytical, problem solving and presentation skills. Proven experience consulting with all levels of management, peers, and teams.Proven leadership skills in coaching, mentoring and training WFM teams.Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism. This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.Develop programs/modules/projects or other initiatives for WFM Team's development and efficiencyServe as a resource for training and reporting of Call Center-WFM efficiencies, account/team/individuals statistical analysis and process improvement.Participate in customer presentations, client calls, and quarterly business reviews to represent the workforce management department.Proficient in Verint Tool Roles and Responsibilities: Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time managementThis position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments. This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.Manages internal and external audit with processes and controls. Responsible for the development of resources under his/her span Qualifications Any Graduation

Cisco CUCM, Cisco Contact Center Enterprise (UCCE) or Packaged Contact Center Enterprise (PCCE), Verint recording Experience with Genesys, Avaya, or cloud-based contact center platformsHands-on scripting experience with JavaScript, Python, or PowerShell.Experience with AI-driven contact center solutions and chatbots.Job Roles and Responsibilities: Should have good experience on CUCM, CUIC, CVP, UCCE/PCCE Contact center and Telephony solutions. In-depth knowledge on troubleshooting Cisco Telephony and UCCE/PCCE Contact Center Solutions. Expertise in SIP trunking, VoIP protocols, QoS, and network troubleshooting. Hands-on experience with CTI integrations, API-based development, and database-driven call routing. Proficiency in SQL, Windows Server, and Linux-based systems for UCCE components. Should have worked on at least two Cisco UCCE implementation Project Implement security policies and best practices for UCCE environments. Good understanding of Outbound solution In-depth knowledge on Gateway configurations, Networking, Linux & Windows OS. Recording solution knowledge, preferably Calabrio AQM Troubleshooting experience on Finesse, PGs. Experience with ICM / UCCE scripting utilizing Script Editor. Understand UCCE Database Schema and ability to use queries against the databases. Good knowledge on Verint Recording solution Hands on experience on Incident & Change management process. Good understanding on ITIL process. Work with OEM for escalated cases. Good Team player and provide periodical knowledge transfer to teams. Manage and mentor L1 and L2 team members and make sure the site is running as per the BAU expectation Should have good verbal and written communication skills. **Note:PCCE = Packaged Contact Center EnterpriseUCCE = Unified Contact Center Enterprise

Work force Management - Real Time Analyst - TeamLeader & Manager ( Work From Office) 5 Days Working Majorly US Shift (Night) Salary RTA TL -- 7.5 LPA RTA Manager - 15LPA Exp in -RTA NICE IEX, Aspect, Teleopti Share Ur CV :- dhsdemographic@gmail.com Required Candidate profile Must have Exp. as DM or Manager for RTA MAnager Exp as a Team Leader 1 Year in RTA Must be Graduate WhatsApp Ur Cv - 7703948433 (NO Call)

Work force Management Manager / WFM / Capacity / Scheduling (Work from Office Only) 5 Days Working Majorly US Shift (Night) Salary - 14LPA Share Ur CV :- dhsdemographic@gmail.com Required Candidate profile Must have Exp. as DM or Manager Exp in - Capacity Planning, Scheduling, Forecasting, RTA NICE IEX, Aspect, Teleopti Must be Graduate WhatsApp Ur Cv - 7703948433 (NO Call)

Job Summary: The WFO Technical Support Engineer will serve as an L2 escalation point for troubleshooting and resolving Verint and Nice Engage issues for ConvergeOnes maintenance and managed services customers. This position requires 24/7 support in a rotating shift schedule and will involve advanced diagnostics, mentoring L1 engineers, and working closely with vendors for complex issue resolution. Essential Functions: Provide L2 technical support for Verint and Nice Engage platforms, handling escalated issues from L1 engineers. Manage assigned trouble tickets to resolution, ensuring timely response and closure within SLA. Troubleshoot and analyze issues related to WFO (Workforce Optimization), call recording, screen recording, and analytics . Assist with installation, upgrades, patches, and recovery processes for Verint/Nice Engage environments. Perform log analysis, packet capture (Wireshark), and database queries to diagnose and resolve technical issues. Escalate unresolved complex issues to Verint/Nice Engage support teams while maintaining ownership of the case until resolution. Document troubleshooting steps and solutions in a knowledge base for future reference. Conduct training sessions and provide mentoring for L1 engineers. Work closely with cross-functional teams, including networking, telephony, and security teams , to resolve integration issues. Maintain positive customer satisfaction by providing high-quality technical support and proactive issue resolution. Required Qualifications: Bachelor’s degree in Computer Science, Information Technology, or a related field. Equivalent experience (5+ years) in a technical support role will be considered. Hands-on experience supporting Verint/Nice Engage WFO solutions . Strong understanding of call recording, screen recording, speech analytics, and workforce management solutions . Experience troubleshooting VoIP protocols (SIP, H.323), Windows Server environments, and SQL databases. Familiarity with packet analysis tools (Wireshark, tcpdump) for debugging network-related issues. Strong analytical and problem-solving skills with an ability to handle critical incidents under pressure. Ability to work 24/7 shifts , including weekends and holidays as required. Excellent communication skills in English (written and verbal). Experience working with ITIL-based ticketing systems (ServiceNow, Remedy, etc.). Preferred Qualifications: Certifications in Verint/Nice Engage platforms . Experience with virtualized environments (VMware, Hyper-V) . Knowledge of Active Directory, Windows Server administration, and PowerShell scripting . CCNA or equivalent networking knowledge. Experience with cloud-based WFO solutions (AWS, Azure, or private cloud deployments)