Scheduling Lead, Workforce Management

📋 Description

• Build and publish agent schedules against demand in Verint on an 8-week horizon
• Balance SLA targets with agent well-being; design sustainable shift templates
• Own network-wide roster and headcount data for internal and CX teams
• Reconcile scheduled hours against invoiced BPO hours
• Handle time-off, swaps, coverage gaps with Real-Time for intraday adjustments
• Drive scheduling optimization; standardize templates for growth

🎯 Requirements

• 3+ years in contact-center workforce management with scheduling ownership
• Hands-on with enterprise WFM platforms (Verint strongly preferred)
• Fluent in staffing math: occupancy, shrinkage, coverage
• Built complex multi-shift rosters with SLA, multi-vendor/BPO experience
• Translator between WFM and Operations; independent policy setting
• Excited to build a function from scratch and work with AI tooling

🎁 Benefits

• Diversity and inclusion commitment across race, gender, etc.
• Reasonable accommodations for applicants with disabilities
• Headway participates in E-Verify
• Official careers page for applications: headway.co/careers