L2 Verint
- Servion
- 5 - 7 years
- Delhi, NCR
- 26 days ago
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Job Description
We are looking for a skilled WFM & QM Specialist with hands-on experience in Verint, Calabrio, or NICE platforms to support the effective management of workforce planning, real-time monitoring, and quality assurance activities in a contact center environment. The ideal candidate will work closely with operations, training, and leadership teams to improve agent performance, optimize staffing, and ensure compliance with organizational quality standards.
Roles and Responsibilities
Key Responsibilities:
Workforce Management (WFM):
- Manage forecasting, scheduling, real-time adherence (RTA), and capacity planning using WFM tools (Verint, Calabrio, NICE IEX).
- Analyze call volume trends and recommend staffing adjustments to meet service level goals.
- Coordinate shift bids, schedule changes, and time-off planning.
- Monitor intraday performance and adjust staffing in real-time as needed.
Quality Management (QM):
- Configure and maintain quality scorecards and evaluation forms in Verint, Calabrio, or NICE platforms.
- Monitor and evaluate customer interactions (voice/chat/email) for compliance, accuracy, and professionalism.
- Track and report quality trends, coaching opportunities, and agent performance metrics.
- Collaborate with supervisors and training teams to close performance gaps and improve customer experience.
Reporting & Analysis:
- Generate and distribute performance reports (adherence, occupancy, QA scores, service levels).
- Provide actionable insights from WFM and QA data to improve efficiency and agent effectiveness.
- Maintain dashboards for leadership visibility.
System Administration & Support:
- Administer user profiles, roles, and access within WFM/QM systems.
- Work with IT/Telecom teams for system updates, upgrades, and issue resolution.
- Conduct testing and validation after system changes or configuration updates.
Process Improvement:
- Identify and recommend process improvements for scheduling, QA evaluations, and performance tracking.
- Participate in cross-functional initiatives related to agent performance, training, and optimization.
Required Skills:
- Strong hands-on experience with Verint, Calabrio ONE, or NICE (WFM and QM modules).
- Knowledge of contact center operations and key performance metrics (AHT, ASA, SLA, CSAT, etc.).
- Proficiency in Excel, data visualization tools, and report generation.
- Analytical thinking with a detail-oriented mindset.
Preferred Skills:
- Exposure to Cisco UCCE/UCCX, Avaya, or Genesys contact center environments.
- Experience with speech analytics, survey tools, and performance coaching workflows.
- Familiarity with compliance requirements (HIPAA, PCI, GDPR) in QA processes.
Soft Skills:
- Excellent communication and collaboration skills.
- Strong problem-solving and multitasking ability.
- Ability to work independently and with cross-functional teams.
- Adaptable to changing business needs and priorities.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: ServionLocation(s): Delhi, NCR
Keyskills: service level report generation hipaa ucce forecasting verint workforce management gdpr excel real time analysis workforce planning operations capacity planning qms collaboration data integration tools pci workforce avaya cisco ucce iex rta communication skills wfm
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