Verint Workforce Management

Attention to detail is very important in those roles. Analysts are asked to monitor expected performance and to make changes to contact assignment based on this expected performance. Analysts also need to be able to build schedules and shifts and shift events to match business need and agent requests to us

Much of the skills include analytical and data driven skills. Technical skills are also necessary to use the program and navigate. Generally speaking the analytic skills are the most important to help make decisions and forecast out what actions are needed to meet performance expectations. Having the tools are nice but being able to read the data is the most important.

Our WFM team consists of a manager and an analyst. We utiize all functionality from forecasting, to RTA adjustments, schedule and time off updates to analysis of reporting and data. Our team is learning to master the art of both written and oral communication, the ability to make unbiased decisions that have a positive impact on not only the contact center but the business as a whole. We have increased our engagement and are learning every day the art of WFM and skills need to be accurate and successful.

First and foremost, the people would have to have a knowledge and understanding of the business processes. Secondly, they would have to be familiar with technology and navigating around the Verint platorm. And lastly would be to build upon the first and second points ... generally speaking knowing the business ebbs and flows, how/what can this Verint feature solve in our current environment? For this they may have to reach out to IT Support (internal or Verint Support) to help with integrations, setting up adapters or KPIs to track metrics.

The types of people who are needed to support WFM are those who can multitask, be organized and work in a fast paced environment! We typically use people who handle many tasks at once, have an analytical type mindset and are also good communicators. It's also important to have staff that understand the balance between staffing and meeting goals and how to balance those things.

We have a support team dedicated to managing the system.

There is only one PO for Verint who supports Verint. They have the full skillset and knowledge of the application to help support our business partners and acts as a liaison between our customers and Verint.

Scheduler, Quality, Data Analysis. Needed developers and telephony

Telecom director, PMO Director (tech), WFO director, WFO manager

Technical and administrative

We have planners, schedulers and administrators

I am the only full-time administrator of Verint Workforce Management, with limited experience in the sense that I have reading material to follow and have paid for private tuition from a 3rd party consultant on how to make the best out of Verint Workforce Management. Prior to taking up this role, I had no experience and received no training other than from those reading documents. Although I am tech savvy, I do not consider myself skilled to a great level. The only other support I have internally is from our contracted ICT provider, BT, who has one individual responsible for the Verint element of ICT issues, and their knowledge of Verint Workforce Management is very limited, generally defaulting to referring all Verint-related cases direct to Verint.