Workforce Management Scheduler

Job Summary

As the first dedicated scheduler for the Workforce Management team, the full-time remote Scheduling Lead will build, optimize, and publish agent schedules to ensure efficient staffing that meets demand while balancing agent well-being and operational goals.

Key responsibilities

• Build and publish agent schedules in Verint, accommodating training, PTO, and overtime over an 8-week horizon
• Own network-wide roster and headcount data, managing complex shift patterns and ensuring adherence to rigorous SLA targets
• Drive scheduling optimization strategy through project cycles, setting policies and standardizing templates for scalability

Required qualifications

• 3+ years of experience in contact-center workforce management with direct scheduling ownership
• Hands-on experience with enterprise WFM platforms, preferably Verint
• Fluency in staffing metrics such as occupancy and shrinkage, with a strong ability to analyze and defend data
• Experience in building complex, multi-shift rosters in a multi-vendor or BPO environment
• Ability to communicate effectively between WFM and Operations, translating scheduling strategies to both agents and senior leaders