Verint Principal, WFM (Bangkok Based | Relocation provided)

PURPOSE OF THE ROLE

The Verint Principal, WFM, is a senior role, responsible for leading the design, implementation, and optimization of Verint systems to enhance the efficiency and effectiveness of Agoda’s contact center operations. This role requires a deep understanding of Verint solutions, contact center operations, and workforce management processes and the ability to architect and deliver Verint tooling solutions, to support our Contact Centre’s objectives and key deliverables.

Success in this role requires a strategic mindset, exceptional analytical skills, strong ability to delivery results, and the ability to effectively communicate and collaborate with stakeholders at all levels of the organization. The role holder must be adept at navigating complex challenges, fostering a culture of continuous improvement, and driving results that contribute to the organization's success.

ACTIVITIES PERFORMED ON THE JOB

• System Design and Implementation:
  • Lead the design and deployment of Verint systems to support contact center operations.
  • Collaborate with IT and WFM teams to ensure seamless integration with existing systems and processes.
  • Develop and maintain system documentation and architecture diagrams.
• Optimization and Maintenance:
  • Monitor system performance and implement enhancements to improve efficiency and effectiveness.
  • Troubleshoot and resolve technical issues related to Verint systems.
  • Ensure system compliance with organizational policies and industry standards.
• Project Management:
  • Lead and manage Verint-related projects, ensuring timely delivery and alignment with business objectives.
  • Coordinate with cross-functional teams to gather requirements and deliver solutions that meet business needs.
• Stakeholder Collaboration:
  • Work closely with contact center managers and WFM analysts to understand operational challenges and provide technical solutions.
  • Conduct training sessions and workshops to enhance user understanding and utilization of Verint systems.
• Innovation and Strategy:
  • Stay updated with the latest Verint technologies and industry trends.
  • Propose and implement innovative solutions to improve contact center performance and customer experience.
• Reporting and Analysis:
  • Develop and maintain dashboards and reports to provide insights into contact centre performance.
  • Analyze data to identify trends and recommend strategies for improvement.
• Continuous Improvement:
  • Drive continuous improvement initiatives in workforce management practices and tooling by leveraging analytics, industry best practices, and feedback from stakeholders.
• Risk Management:
  • Identify potential risks in workforce planning processes, that may impact service levels, customer satisfaction, or operational efficiency. Develop and implement mitigation strategies to address these risks proactively.
• Personal Management:
  • Remain up to date with important company/team/department updates, requirements.
  • Act in the best interests of the organization: ensuring we operate with absolute integrity and compliance with all legal obligations or compliance requirements.
  • Be an active and constructive Agoda team member: Always being respectful to others and seeking to be better together.
  • Aim to understand, then meet and exceed the expectations agreed with your manager.

EXPECTATIONS - BEHAVIORS AND VALUES

Behavior 

Definition

Strategic Roadmap and Planning

• Technology Strategy Development: Collaborate with leadership to develop a strategic roadmap for Verint solutions that aligns with the contact centre's long-term goals and objectives.
• Capacity and Scalability Planning: Ensure that Verint solutions are scalable and capable of supporting future growth and evolving business needs.
• Alignment with Business Objectives: Work closely with the WFM team to ensure that technology plans align with broader business strategies and service level agreements.

Innovation / Improvement

• Solution Optimization: Continuously evaluate and optimize Verint solutions to enhance performance, efficiency, and user experience within the contact centre.
• Emerging Technology Integration: Stay informed about emerging technologies and trends in workforce management, recommending and integrating new features and capabilities into Verint solutions.
• Process Improvement Initiatives: Lead initiatives to improve processes and workflows through the effective use of Verint solutions, driving operational excellence.

Business Partnering / Stakeholder Management

• Stakeholder Engagement: Engage with key stakeholders, including WFM managers and IT teams, to understand their needs and ensure Verint solutions meet business requirements.
• Collaboration and Communication: Facilitate effective communication and collaboration between technical teams and business units to ensure successful solution implementation and adoption.
• Vendor Relationship Management: Manage relationships with Verint and other technology vendors to ensure the organization receives optimal support and value from its technology investments.

Delivery / Execution

• Solution Implementation: Lead the implementation and configuration of Verint solutions, ensuring they are delivered on time, within scope, and meet quality standards.
• Technical Support and Troubleshooting: Provide technical support and troubleshooting expertise to resolve issues and ensure the smooth operation of Verint solutions.
• Training and Documentation: Develop and deliver training programs and documentation to ensure the WFM team and other users are proficient in using Verint solutions effectively.

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving

Can visualize, articulate, conceptualize, or solve both complex and uncomplicated problems using the data available.

Decision making ability

Set a course of action purposely chosen from different alternatives to achieve company objectives.

Effective communication (Verbal and written)

Delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions Excel/Power Point Skills

Flexibility and Agility

Can adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment.

Listening and influencing

Practices attentive and active listening. Can influence strategies that persuade key stakeholders to take action that will promote shared interests and business goals.

Process Improvement

Organize, evaluate, plan, and implement improvements in our internal and external processes and practices. Actively work on creating better processes once changes take place.

Reporting

 Be able to confidently give a written account of business metrics, projects and team performance based on data, observations, or investigations.

Result driven

Driving high standards to accomplish challenging goals. Works hard to achieve them.

Time / workload management & prioritization

Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.

People training

Identify training needs, create, and develop trainings to help team member’s specific knowledge or skill to improve performance in their current roles.

Presentation

Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Team level KPI management

Create and execute a team KPI plan designed to help achieve and evaluate the success in reaching the company goals.

NICE TO HAVE:

• Experience working in a Contact Centre Workforce Planning Team.
• Experience in presenting to Director-level stakeholders.
• Project Management qualifications (e.g. Prince or Six Sigma).

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Extensive knowledge of Verint solutions and contact centre operations.
• Strong project management skills with a proven track record of leading complex projects.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to work effectively with diverse teams.
• Verint certification.

Experience

Minimum of 5 years of experience in Verint system engineering or a similar role.