[Hiring] Senior Workforce Management Scheduler @Gainwell Technologies LLC

Role Description

As a Senior Workforce Management Scheduler , you will ensure the right people are scheduled at the right time to meet customer demand and operational service goals. You will develop, maintain, and optimize workforce schedules while balancing forecasted demand, staffing availability, employee needs, and business requirements.

• Develop and maintain workforce schedules based on:
  • Forecasted demand
  • Staffing requirements
  • Shrinkage assumptions
  • Skill requirements
  • Business rules
  • Operational constraints
• Assign and optimize schedules while considering:
  • Shift bids
  • Employee preferences
  • Contractual obligations
  • Labor requirements
  • Account-specific needs
• Identify scheduling gaps, overstaffing, understaffing, and coverage risks and recommend adjustments before they impact service performance.
• Optimize breaks, lunches, training, coaching, meetings, and other offline activities to maintain appropriate coverage.
• Partner with Operations, Training, and Quality teams to schedule offline activities while balancing employee development and service-level requirements.
• Manage schedule changes resulting from:
  • Staffing availability
  • Approved time off
  • Business priorities
  • Changing operational requirements
• Review schedule quality, staffing alignment, and recurring coverage issues and recommend improvements to scheduling practices and planning assumptions.
• Partner with Forecasting, Capacity Planning, RTA, Operations, and global delivery teams to align schedules with forecasted and real-time workforce needs.
• Use Verint, Excel, and workforce reporting tools to improve scheduling accuracy, efficiency, and workforce utilization.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 3+ years of experience in workforce management, workforce scheduling, contact center operations, operational planning, analytics, or a related customer experience function.
• Demonstrated experience independently managing workforce scheduling activities and identifying opportunities to improve staffing coverage and schedule effectiveness.
• Experience with schedule generation, schedule maintenance, shift assignment, and offline activity planning.
• Experience supporting complex, multi-site, omnichannel, back-office, healthcare, insurance, BPO, or similar service environments preferred.
• Working knowledge of Verint scheduling functionality, Microsoft Excel, and operational reporting.
• NICE experience is beneficial.
• Strong analytical, critical-thinking, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills with the ability to explain scheduling risks, tradeoffs, and recommendations to operational partners.
• Experience working across U.S. and global delivery teams or complex cross-functional operational environments preferred.

Requirements

• Remote position supporting business needs in California.
• Must be available to work PST hours.
• Regular collaboration with Operations, WFM, Forecasting, Capacity Planning, RTA, Training, Quality, Reporting, Technology, and other cross-functional teams.
• Work with workforce schedules, staffing requirements, forecasted demand, and operational constraints to maintain appropriate coverage.
• Balance service-level requirements with employee schedules, offline activities, staffing availability, and changing business needs.
• Opportunity to influence scheduling practices, staffing utilization, and workforce planning through data-driven recommendations.
• Opportunity to improve workforce efficiency, service performance, and customer experience outcomes.

Benefits

• The pay range for this position is $69,100.00 - $98,700.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• A variety of leadership and technical development academies to help build your skills and capabilities.