Verint Systems, Inc. Team Leader - WFM in Inchinnan, United Kingdom

Job Title: Team Leader - WFM

Location: UK-GB-Inchinnan

Job ID: 12838

Role Purpose:

The Team Leader will be responsible for the effective day to day operation of a team of engineers delivering product scope or services to the department. They are actively engaged in all aspects of the software development lifecycle and need to manage the competing demands on finite team resources while removing any blockers to team progress. They will be responsible for the creation and maintaining a schedule for the team’s scope and available resources.

The role includes:

  • Leading and inspiring the team

  • Ensuring active engagement with product management, quality assurance, product information and any other teams which the team depend upon to achieve team goals

  • Creating and maintaining an environment which is conducive to the team’s success and which aligns with departmental goals and working practices

  • Ensuring team members understand what the right thing to do is and that it is done

  • They are responsible for tracking the teams delivery, reporting on progress to plan, managing the teams risks, issues and dependencies and balancing the competing demands being placed on the team

Nature of task: The Team Leader will lead and inspire the delivery team providing direction to team members, managing resource assignments to work, managing the team’s backlog, planning in line with departmental horizons, reporting on the health of the team and providing key stakeholders with the appropriate information to make decisions on scope and timelines.

Key Tasks:


  • Ensure that the scope items are delivered within the agreed timescales and to the agreed quality while meeting the overall acceptance criteria

  • Support the continuous improvement of the team

  • Demonstrate a clear understanding of enterprise applications

  • Have an understanding of the technologies used within typical contact centre environments

Stakeholder Management

  • Liaise with product management, services, support, strategy, sales consulting and QA to ensure detailed requirements have been gathered to facilitate planning

  • Understand why the scope items being developed are important, what benefits they will bring, who they are being developed for and how they fit into the product

  • Ensure stakeholders receive regular progress updates, including demonstrations

  • Clarify roles and responsibilities

  • Communicate clear boundaries, values, goals, expectations

  • Assess decisions/actions and recognise potential impacts on individuals and groups and make plans to meet the needs of all stakeholders as effectively as possible


  • Communicate progress, risks and issues via weekly status reports

  • Escalate appropriate issues to the Development Delivery Director

  • Provide ad-hoc reporting as required


  • Work with the team to produce estimates for plans

  • Produce delivery schedules

  • Understand the team’s skill set and experience in order to prioritise tasks, making the best and most effective use of resources

  • Actively manage and maintain a capacity plan for the team

Management & Leadership

  • Lead by example and act as a role model for team members

  • Make sure the team understand why the features being developed are important, what benefit they will give and who they are being developed for

  • Ensure that the team are aware of the agreed timescales and quality measures and meet the overall acceptance criteria

  • Act as a point of contact and escalation for all team members

  • Manage, motivate and inspire the team on a daily basis

  • Develop and coach team members providing corrective actions and development plans as required

  • Assesses and identifies staff who have potential and drive to further their career within Verint and creates succession plans

  • Implement Verint appraisal, development and performance management processes

  • Foster a culture of openness and respect in the team

  • Assist own team in understanding how their role contributes to the fulfilment of the company vision and values

Key Experience & Qualifications Required


  • Experience of leading an initiative or initiatives

  • Proven ability to self-manage and structure work

  • Understanding of the WFM product and its customers

  • Ensures the promotion of the teams work to key stakeholders and engineering and encourages the members of the team to promote their work

  • Experience with Agile Development and other development methodologies

Industry specific:

Regarded as very knowledgeable/experienced in one of the following areas:

  • Customer Relationship Management (CRM)

  • Social analytics

  • Actionable Intelligence / Big Data


  • Experience of a fast-paced, dynamic and quality focused software development environment

  • Experience of a collaborative and supportive software development environment

  • Experience of a cross-geography software development environment


  • Strong leadership & motivational skills

  • Strong organization & time management.

  • Strong written and verbal communication skills.

  • Good team player

  • Attention to detail and commitment to quality

  • Maintains own skill sets by keeping up to date with development trends and thinking.

  • Ability to follow process but to remain flexible in achieving project objectives

  • Ambitious, motivated, eager to learn and demonstrate value

Specific Qualifications & Accreditations


  • Experience of leading an initiative or initiatives

  • A minimum of 6 months services experience or suitable customer facing alternative

  • Experience of coaching and mentoring in a team environment, and / or in a supervisory position

  • A minimum of 4 years’ experience developing software in a professional environment

  • A degree or post graduate qualification in Computer Science or Software Engineering at 2:1 or equivelant experience


  • Willingness to travel to other offices and customer sites for short periods as required

If you are interested in applying for this job opportunity, please email your cover letter and Resume to

Please be sure to note the job ID in which you are interested in applying.

Please note that that any offer of employment will be subject to providing satisfactory documentary proof of entitlement to work in the UK.

All applicants who meet the requirements advertised will be given fair and equal consideration, regardless of race, sex, colour, creed, nationality, ethnic origin, marital status, sexual orientation, religion, age or disability.

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