Senior Workforce Management Scheduler

This is a fully remote position, open to applicants in California.

📋 Description

• Create and manage workforce schedules aligned with projected demand, staffing needs, shrinkage assumptions, skill sets, business protocols, and operational constraints.

• Allocate and enhance schedules while taking into account shift bids, employee preferences, contractual obligations, labor needs, and specific account requirements.

• Detect scheduling deficiencies, including overstaffing, understaffing, and coverage risks, and propose modifications to prevent service performance issues.

• Streamline breaks, lunches, training sessions, coaching, meetings, and other offline activities to ensure adequate coverage.

• Collaborate with Operations, Training, and Quality teams to arrange offline activities while balancing employee development with service-level obligations.

• Oversee schedule modifications arising from staffing availability, approved time off, business priorities, and evolving operational needs.

• Assess schedule quality, staffing alignment, and recurring coverage challenges, and recommend enhancements to scheduling methods and planning assumptions.

• Work alongside Forecasting, Capacity Planning, RTA, Operations, and global delivery teams to synchronize schedules with projected and real-time workforce demands.

• Utilize Verint, Excel, and workforce reporting tools to enhance scheduling precision, efficiency, and workforce utilization.

• Address business requirements in California and partner with cross-functional teams to ensure adequate coverage while improving workforce efficiency, service performance, and customer experience outcomes.

⛳️ Requirements

• A Bachelor’s degree or an equivalent combination of education and experience.

• Over 3 years of experience in workforce management, workforce scheduling, contact center operations, operational planning, analytics, or a related customer experience role.

• Proven experience in independently managing workforce scheduling tasks and identifying opportunities to enhance staffing coverage and schedule efficiency.

• Familiarity with schedule creation, maintenance, shift assignments, and planning for offline activities.

• Experience in supporting complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service settings is preferred.

• Practical knowledge of Verint scheduling capabilities, Microsoft Excel, and operational reporting.

• Familiarity with NICE is advantageous.

• Strong analytical, critical-thinking, problem-solving, and decision-making abilities.

• Excellent written and verbal communication skills, capable of articulating scheduling risks, trade-offs, and recommendations to operational partners.

• Experience working with U.S. and global delivery teams or in complex cross-functional operational settings is preferred.

• Must be willing to work PST hours.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Flexible vacation policy.

• 401(k) employer matching.

• Comprehensive health benefits.

• Educational assistance.

• Leadership and technical development academies.