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Scheduling Lead, Workforce Management

Headway
Remote, USA
Full-time
Mid · 3+ years experience
Remote
USD 99280-146000 yearly / year
Discovered 1 weeks ago
VerintNICE IEXAspectPlayvoxHSAFSA
Free

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Key skills for this role

VerintNICE IEXAspect
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You Will

Build and publish agent schedules against demand in Verint on an 8-week horizon — absorbing training classes, PTO, and overtime

Balance rigorous SLA targets with agent well-being — design sustainable shift templates that reduce burnout and help us retain top talent

Own network-wide roster and headcount data across Headway's internal (Core) and CX teams, including complex, high-variability shift patterns

Reconcile scheduled hours against invoiced/productive BPO hours — the control that keeps staffing spend accountable

Handle exceptions (time-off, swaps, coverage gaps) and partner with Real-Time on intraday adjustments and adherence

Drive scheduling-optimization strategy through quarterly project cycles; set policy and standardize templates so the function scales with new sites and lines of business

Adopt, test, and help shape AI-assisted scheduling — acting as the human-in-the-loop who governs automated drafts, which frees you to focus on higher-level optimization strategy

You'd be a great fit if…

You have 3+ years in contact-center workforce management with direct ownership of scheduling

You've worked hands-on in an enterprise WFM platform (Verint strongly preferred; NICE IEX / Aspect / Playvox welcome)

You're fluent in staffing math — occupancy, shrinkage, coverage — and comfortable defending a number with data

You've built complex, multi-shift rosters that held SLA, ideally in a multi-vendor or BPO environment

You're a translator — the bridge between WFM and Operations — who can communicate the "why" behind the scheduling math and trade-offs to agents and senior leaders alike (you operate independently and set policy)

You're excited to build a function from scratch and to work alongside AI tooling rather than around it

Compensation and Benefits

  • The expected base pay range for this position is $99,280 - $146,000 based on a variety of factors including qualifications, experience, and geographic location. In addition to base salary, this role may be eligible for an equity grant, depending on the position and level.
  • We are committed to offering a comprehensive and competitive total rewards package, including robust health and wellness benefits, retirement savings, and meaningful ownership opportunities through equity. Compensation decisions are made holistically, ensuring fairness and alignment with market benchmarks while recognizing individual contributions and potential.
  • Benefits offered include: Equity compensation Medical, Dental, and Vision coverage HSA / FSA 401K Work-from-Home Stipend Therapy Reimbursement 16-week parental leave for eligible employees Carrot Fertility annual reimbursement and membership 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st Flexible PTO Employee Assistance Program (EAP) Training and professional development
  • Equity compensation
  • Medical, Dental, and Vision coverage
  • HSA / FSA
  • 401K
  • Work-from-Home Stipend
  • Therapy Reimbursement
  • 16-week parental leave for eligible employees
  • Carrot Fertility annual reimbursement and membership
  • 13 paid holidays each year as well as a Holiday Break during the week between December 25th and December 31st
  • Flexible PTO
  • Employee Assistance Program (EAP)
  • Training and professional development
  • We believe a team's strength is in its people, and we cannot achieve this mission without a team that reflects the diversity of this problem – across race, ethnicity, gender, sexuality, age, national origin, religion, family status, disability, military status, and experience. Headway is committed to the full inclusion of all qualified individuals. As part of this commitment, Headway will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or receive other benefits and privileges of employment, please inform the recruiter when they contact you to schedule your interview.
  • Headway participates in E-Verify. To learn more, click here.
  • A notice to Headway applicants: To protect yourself against phishing and recruitment fraud, please note that Headway only accepts applications through our official careers page at https://headway.co/careers . Headway will never refer you to external websites, ask for payment or personal information, or conduct interviews via messaging apps. All official communication will come from a @ findheadway.com email address. If you are contacted by someone claiming to be from Headway via an unofficial channel, please do not share any information and report it as spam.

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