Scheduling Lead, Workforce Management

Responsibilities

• Build and publish agent schedules against demand in Verint on an 8-week horizon, incorporating training classes, PTO, and overtime.
• Balance SLA targets with agent well-being by designing sustainable shift templates that reduce burnout and support retention.
• Own network-wide roster and headcount data across internal teams and CX teams, including complex, variable shift patterns.
• Reconcile scheduled hours against invoiced and productive BPO hours to maintain staffing-spend accountability.
• Handle time-off, swap, and coverage-gap exceptions; partner with Real-Time teams on intraday adjustments and adherence.
• Drive scheduling-optimization strategy through quarterly projects, establish policy, and standardize templates as sites and lines of business expand.
• Test and shape AI-assisted scheduling while governing automated drafts and focusing on higher-level optimization strategy.

Requirements

• 3+ years of contact-center workforce management experience with direct ownership of scheduling.
• Hands-on experience with an enterprise WFM platform; Verint strongly preferred. NICE IEX, Aspect, or Playvox experience is welcome.
• Strong understanding of staffing math, including occupancy, shrinkage, and coverage, with the ability to defend analyses using data.
• Experience building complex, multi-shift rosters that meet SLA requirements, ideally in a multi-vendor or BPO environment.
• Ability to communicate scheduling rationale and trade-offs to agents, operations partners, and senior leaders.
• Ability to operate independently, set policy, build a function from scratch, and work alongside AI tooling.

Compensation and Benefits

• Base pay range: $99,280–$146,000.
• Equity compensation may be available depending on position and level.
• Medical, dental, and vision coverage.
• HSA/FSA.
• 401(k).
• Work-from-home stipend.
• Therapy reimbursement.
• 16-week parental leave for eligible employees.
• Carrot Fertility annual reimbursement and membership.
• 13 paid holidays and a holiday break between December 25 and December 31.
• Flexible PTO.
• Employee Assistance Program.
• Training and professional development.