# Scheduling Lead, Workforce Management

**Company:** [Headway](https://hotfix.jobs/companies/headway)
**Location:** Remote
**Role:** Revenue Operations
**Salary:** $99k – $146k/yr
**Experience:** 3+ years
**Skills:** workforce management, verint, nice iex, aspect, playvox, contact center scheduling, staffing forecasting, occupancy analysis, shrinkage analysis, sla management, roster management, bpo operations, intraday management, ai scheduling
**Posted:** 2026-08-07

> Owns contact-center scheduling, roster governance, and staffing optimization across internal and BPO teams. The role requires 3+ years of workforce management experience, hands-on enterprise WFM platform expertise, and strong staffing-math and stakeholder-communication skills.

## Job Description

## 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.

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