Product Owner ( Call Center/WFM)

Job#: 3036285

Job Description:
Product Owner ( Call Center/WFM)

Location: San Antonio, Texas (Hybrid)

Role Overview

We are seeking a Product Owner to support initiatives within a Contact Center Technology environment, with a focus on Workforce Management (WFM) platforms. This role will drive the discovery, delivery, and performance of digital and technology products. The position involves collaborating with internal stakeholders to solve complex problems, improve customer experiences, and implement technology solutions that support call center operations, specifically focusing on forecasting, agent scheduling, and real-time adherence.

Work Environment

This position is based in San Antonio, TX and requires working onsite 4 days per week. Candidates must be local or willing to relocate independently. Relocation assistance is not available.

Key Responsibilities

• Own and manage the product backlog for WFM-related capabilities, features, and enhancements.
• Translate business and operational needs into product initiatives, features, and user stories focused on forecasting, scheduling, and adherence.
• Partner with stakeholders across Technology, Operations, UX, and Business teams to deliver product solutions.
• Drive product initiatives from concept through delivery and performance measurement.
• Analyze contact center performance data, such as service levels, adherence, and staffing models, to inform decision-making.
• Create business cases, hypotheses, and product roadmaps.
• Communicate complex concepts and product updates to both technical and non-technical stakeholders.
• Identify industry trends and best practices within contact center and WFM technologies.
• Ensure risks are identified and managed in accordance with compliance and risk policies.

Required Qualifications

Candidates without the following experience will not be considered. This role requires hands-on Product Owner experience supporting Workforce Management (WFM) tools. Candidates with only general product management or call center operations experience, without direct WFM platform exposure, will not be considered.

Education: Bachelor's degree OR 4+ years of additional relevant experience.

Experience: 3+ years of Product Owner or Product Management experience. Direct, hands-on experience supporting Workforce Management (WFM) platforms within a contact center environment (e.g., NICE WFM / NICE CXone, Genesys WFM / Genesys Cloud, Verint, Calabrio). Experience delivering product features related to forecasting/capacity planning, agent scheduling, or real-time adherence/intraday management. Experience working in Agile environments, including backlog ownership and user story creation.

Skills: Strong communication and stakeholder management skills across business and technical teams.

Preferred Qualifications

• Experience with broader contact center technologies (IVR, call routing, call recording, QA tools).
• Understanding of contact center KPIs such as service level, AHT, occupancy, and adherence.
• Experience within financial services, insurance, or high-volume customer service environments.
• Exposure to AI-driven contact center technologies (chatbots, intelligent routing, predictive analytics).
• Ability to analyze operational data and drive performance improvements.

Tools & Technologies

Highly preferred experience with WFM Platforms (NICE, Genesys, Verint, Calabrio), Agile Tools (Jira, Confluence), and Contact Center Tech (IVR systems, call routing platforms, QA tools).

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

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